Customer Success Manager (CSM) with On-boarding & Training

Peraton is currently seeking an experienced Customer Success Manager (CSM) with an On-boarding & Training focus.

Location: Tampa, FL (On-site only).

Role & Responsibilities:

The Customer Success Manager (CSM) with On-boarding & Training is IRIS’s front-facing operational integrator, blending hands-on technical knowledge with mission fluency to enable rapid user adoption, maximize value realization, and close the feedback loop between field use and product improvement. CSMs serve as advisors and IRIS power users—equipped to coach customers, deliver support, and drive down dependency on external analytic or technical support. Their hybrid expertise includes behavioral science, data analysis, cultural understanding, social media forensics, and influence operations.

• Client Enablement & Knowledge Transfer (40%): Conduct scenario-based analyst mentoring, create user-specific IRIS workflows and “power user” materials, and establish IRIS Ambassadors within supported organizations.
• Rapid Mission Engineering (20%): Directly assist with ad hoc dashboard builds, GPT prompt tuning, campaign planning templates, and rapid-turn data integrations to support real-time needs.
• Operational Surge & Liaison Support (15%): Provide on-call and in-person support during major exercises, crises, and transitions to ensure system availability and mission continuity.
• CXM Feedback & Value Realization (15%): Collect structured feedback during training and usage, contribute to quarterly impact briefs, and coordinate improvements with product and training teams.

Key Responsibilities Include: 

1. On-boarding Strategy & Execution

• Design and implement customized on-boarding plans tailored to each customer’s goals and use case.
• Coordinate cross-functional resources to ensure timely and successful product adoption.
• Oversee implementation specialists to ensure consistent on-boarding experience.

2. Training Program Development

• Deliver engaging live and asynchronous training sessions to educate customers on product features and best practices.
• Create scalable training materials, including videos, guides, and interactive modules.
• Continuously improve training content based on customer feedback and product updates.
• Conduct scenario-based analyst mentoring, create user-specific IRIS workflows and “power user” materials, and establish IRIS Ambassadors within supported organizations.

3. Success Planning & Metrics

• Collaborate with customers to define clear success metrics and develop strategies to achieve them.
• Monitor progress against goals and adjust plans as needed to ensure customer satisfaction.
• Report on on-boarding and training KPIs to internal stakeholders.

4. Proactive Customer Engagement

• Maintain regular communication with customers throughout on-boarding and training phases.
• Identify and address pain points early, while introducing features that drive additional value.
• Serve as a trusted advisor and advocate for customer needs.

5. Retention & Satisfaction Monitoring

• Track customer engagement and sentiment during on-boarding to identify risk factors.
• Implement interventions to prevent churn and ensure a positive customer experience.
• Collaborate with Tier 1/2 support teams to resolve issues quickly and efficiently.
• Feedback & Value Realization: Collect structured feedback during training and usage, contribute to quarterly impact briefs, and coordinate improvements with product and training teams.

      6. Team Leadership

• Manage and mentor a team of Customer Support and Implementation Specialists.
• Foster a culture of accountability, empathy, and continuous improvement.
• Ensure alignment between on-boarding, training, and support functions.

Minimum Qualifications:

• Bachelor’s degree in Business, Education, or related field and 12 years with BS/BA; Minimum of 10 years with MS/MA; Minimum of 7 years with Ph.D.
• Minimum of 2 years of experience in Customer Success, Training, or Implementation roles preferably within a SaaS environment required.
• Demonstrated and proven ability to lead teams and manage cross-functional projects.
• Demonstrated strong communication, presentation, and problem-solving skills.
• Experience with help desk platforms and customer success tools.
• U.S. citizenship required.
• The ability to obtain a Top Secret/SCI security clearance. 

Preferred:

• Experience in managing Tier 1/2 Support Operations.
• Familiarity with LMS (Learning Management Systems) platforms and asynchronous training technologies.
• Certifications in Customer Success or Training (e.g., CSM, CPTM).
• An Active TS/SCI security clearance.