What are the responsibilities and job description for the Customer Success Account Manager position at ATX Defense?
Customer Success Account Manager
Job Description
The Customer Success Account Manager role is an entry level position that will provide hands-on support to our growing client base. We are looking for individuals who are passionate about managing customer relationships. This role will maintain a portfolio of accounts and is responsible for shepherding customers through the onboarding journey, providing support as they prepare for their Level 2 CMMC assessment, responding to requests for support, guiding users through product usage and building customer loyalty through timely and helpful communication.
About Us
ATX Defense is a Service Disabled Veteran Owned Small Business (SDVOSB) founded by Army combat veterans with experience at NSA, CIA, DIU, and the Pentagon. We’ve been operators, assessors, and engineers inside the wire. From cyber compliance to digital transformation, we don’t just know the technical terrain — we’ve helped shape it.
With deep expertise, a moral backbone, and a streak of rebellious grit, we reengineer entrenched, broken systems that hold national security back, so progress isn’t strangled by legacy thinking.
We’re scaling at rocket speed, and we need builders, not passengers. If that sounds like your kind of team, read on.
Key Responsibilities
- Customer Onboarding & Training Welcome new organizations and provide 1:1 support during the Onboarding process. Responsible for creating organizational environments, and ensuring that new clients successfully complete onboarding requirements.
- Support: Assist assigned clients in the preparation and planning of their CMMC level 2 assessments. This will include supporting the defense of our product(s) during Client CMMC Level 2 assessments.
- Customer Advocacy: Actively provide intelligence to team leadership regarding evolving customer needs with a focus on continuous improvement of the customer experience.
- Problem Solving: Address customer concerns, resolve issues and manage conflicts in a positive, patient and professional manner.
- Relationship Management: Build and maintain strong, long term relationships with clients by acting as a consistent point of contact and trusted advisor.
Required Skills & Experience (Non-Negotiable)
- U.S. Citizenship: Must be a U.S. citizen located within the United States.
- Experience: Prior experience in customer services and or account management or a similar client-facing role.
- Communication: Excellent verbal and written communication and interpersonal skills.
- Problem-Solving: Strong ability to handle conflicts and solve problems effectively.
- Computer Skills: Proficiency with basic technology and customer support software (like ticketing support systems).
- Organizational Skills: Strong organizational and time management skills, with the ability to multitask and work independently.
- Analytical Mindset: An analytical and process-oriented mindset to troubleshoot and assist clients with triage steps.
- Cross-functional Collaboration: Ability to work effectively with other departments, such as sales, product, and technical support.
Preferred/Bonus Skills
- Awareness of Google Workspace
- Knowledge of cybersecurity compliance frameworks.
- Certified CMMC Professional (CCP)
Role Details
- Type: W-2 Full Time
- Location: 100% Remote (within the United States)
- Hours: 9:00am ET- 5:30pm ET