Senior Customer Success Manager

Vantor • Herndon, VA

6d • $119,000 - $173,800 • Remote

About The Position

Vantor is seeking a Senior Customer Success Manager to drive adoption, mission success, and expansion of Raptor, their next-generation drone video exploitation and operational intelligence platform. This role involves serving as the primary customer advocate and trusted advisor for Raptor users within the Department of Defense and U.S. Government. The position requires close collaboration with operators, analysts, program managers, and mission leaders to ensure successful deployment, adoption, and operational integration of Raptor into mission workflows. The Senior Customer Success Manager will also partner with Product, Engineering, Sales, and executive leadership to identify new use cases, gather customer feedback, promote product adoption, and discover expansion opportunities. Success in this role depends on a blend of operational credibility, customer engagement expertise, and a thorough understanding of UAS, ISR, targeting, and operational decision-making environments. This role is eligible for remote work within the United States, with a preference for candidates located in Herndon, VA.

Requirements

• Active TS/SCI clearance preferred; ability to obtain and maintain a security clearance required.
• Bachelor's degree in Business, Engineering, Computer Science, Geospatial Science, Military Studies, or related field.
• 5+ years of experience in Customer Success, Program Management, Account Management, Mission Operations, Business Development, or related customer-facing roles supporting government customers.
• Demonstrated experience working with Department of Defense, Intelligence Community, or Federal Government organizations.
• Strong understanding of customer adoption, stakeholder management, and enterprise software implementation.
• Experience engaging with both operational users and executive stakeholders.
• Excellent communication, presentation, relationship-building, and problem-solving skills.
• Ability to translate technical capabilities into operational outcomes and mission value.

Nice To Haves

• Direct experience within the UAS/drone ecosystem, preferably with a drone manufacturer, ISR technology provider, geospatial company, defense technology organization, or mission software company.
• Strong understanding of ISR workflows, intelligence operations, video exploitation, geospatial analysis, and operational decision-making processes.
• Prior military experience strongly preferred, particularly in UAS, ISR, fires, targeting, special operations, aviation, intelligence, or tactical operations.
• Familiarity with mission systems including command and control platforms, sensor integration, targeting systems, geospatial tools, mission planning systems, or strike platforms.
• Experience supporting organizations such as USSOCOM, Air Force, Army, Marine Corps, NGA, DIA, Combatant Commands, or other operational mission customers.
• Understanding of mission workflows including F3EA, F2T2EA, sensor-to-shooter operations, dynamic targeting, and operational planning.
• Experience supporting AI-enabled, ISR, geospatial, mission command, or operational intelligence platforms.
• Experience working in startup, venture-backed, or emerging product environments where customer feedback directly influences product development.
• Familiarity with customer success platforms, CRM systems, and adoption analytics tools.

Responsibilities

• Serve as the primary post-sale customer success lead for Raptor customers across the Department of Defense and U.S. Government.
• Develop customer success strategies that drive adoption, operational integration, and long-term mission value.
• Establish and maintain trusted relationships with operators, analysts, program managers, technical stakeholders, and senior leaders.
• Drive successful onboarding, training, and user enablement programs that accelerate customer time-to-value.
• Monitor customer engagement, usage, and mission outcomes to identify adoption opportunities and potential risks.
• Identify and develop new operational use cases that expand Raptor adoption within existing customer organizations.
• Partner with Sales and Business Development teams to support account growth, renewals, and expansion opportunities.
• Act as a strategic advisor to customers by aligning Raptor capabilities with evolving mission requirements.
• Support customer demonstrations, operational evaluations, pilots, and mission exercises that showcase Raptor's value.
• Collect, synthesize, and communicate customer feedback to Product and Engineering teams.
• Influence product roadmap priorities by representing operational requirements and user needs.
• Help shape future product capabilities by identifying emerging mission challenges and technology gaps.
• Serve as the internal subject matter expert on customer workflows, mission requirements, and operational environments.
• Collaborate closely with Product, Engineering, Sales Engineering, and Program teams to ensure successful customer outcomes.
• Support customer deployments, issue resolution, and operational readiness activities.
• Represent Vantor at military exercises, demonstrations, conferences, industry events, and customer engagements.
• Maintain accurate customer success plans, adoption metrics, account health reporting, and CRM records.

Benefits

• Robust 401(k) with company match
• Mental health resources
• Student loan repayment assistance
• Adoption reimbursement
• Pet insurance
• Incentive eligible with a target based on contribution, company performance, and/or individual results achieved

What This Job Offers

• Job Type: Full-time
• Career Level: Senior