What are the responsibilities and job description for the Customer Success Manager position at Logistics Management Institute?
Overview
We’re looking for a Customer Success Manager to drive engagement with a DHS customer and ensure they achieve maximum value from their investment in LIGER, an enterprise AI platform built for federal missions. You’ll be the primary customer success contact: building relationships with users and stakeholders, surfacing pain points, driving adoption, and making sure the LIGER team delivers against what matters. This position requires the ability to obtain a CBP Background Investigation; U.S. citizenship is required.
This is a customer-facing role that sits between the government user community and the LIGER product, engineering, and leadership teams. You’ll translate customer reality into product priorities, run the engagement playbook day to day, and own the relationship outcome. If you’ve worked customer success in federal technology and want to do it on a fast-moving AI product, keep reading.
About This Team
LIGER sits within LMI’s Chief Technology Office. We’re a small, high-visibility team building AI tools for federal agencies. The culture is more startup than traditional government contractor; we move fast, solve problems in design spikes rather than scheduled reviews, and care more about outcomes than process. That said, we’re building for users who need reliability and trust, so craft and attention to detail matter.
As the Customer Success Manager, you’ll have direct influence on how LIGER evolves and how it lands with real users. You’ll work daily with the LIGER product manager, engineering lead, and platform team, and own the relationship end to end.
LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.
Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.
Responsibilities
What You’ll Do
• Own the day-to-day customer success relationship with the customer, understanding their mission, organization, and user community in depth
• Drive product adoption and expansion across user populations, including onboarding, training, and ongoing enablement
• Build and maintain strong relationships with stakeholders, becoming a trusted advisor for their AI and modernization priorities
• Define and track customer success metrics and KPIs, surfacing risks early and driving the right interventions
• Develop and execute customer engagement playbooks tailored to the customer's environment and user segments
• Act as an advocate inside LIGER, ensuring customer perspectives shape product decisions
• Coordinate with LIGER product, engineering, and support teams to resolve escalated issues quickly
• Build and maintain customer-facing artifacts: requirements documentation, tutorials, user guides, lightweight product training
• Support the customer through major LIGER releases, including communication, change management, and user readiness
• Capture and share customer success stories that highlight LIGER’s impact on customer outcomes
Qualifications
What We’re Looking For
• This position requires the ability to obtain a CBP Background Investigation; U.S. citizenship is required.
• 3 years of experience providing customer success, professional services, or related business support in the federal technology industry
• Demonstrated experience working with federal customers from end users through senior leadership
• Experience with customer onboarding, including success definition, KPI development, and ongoing performance management for product implementations
• Ability to work with customers to identify requirements and design product-oriented solutions to priority pain points
• Familiarity with digital transformation, modernization, or technology project management
• Experience resolving issues through root cause analysis and business process analysis
• Comfortable learning and explaining technical products, with the ability to translate between technical and non-technical audiences
• Ability to manage multiple customers, priorities, and workstreams simultaneously
• Strong collaboration skills, partnering with sales, product, engineering, and support teams
• Ability to travel approximately 15% of the time
What Will Set You Apart
• Experience supporting CBP, DHS, or another DHS component
• Experience working with federal AI, GenAI, or modernization programs
• Experience in product marketing, sales engineering, or solutions consulting
• Certifications or experience in Agile product management
• Track record of expanding adoption inside large federal customer organizations
• Familiarity with how AI/LLM products land with non-technical user populations and the change management that goes with it
Applicants must meet eligibility requirements for a U.S. Government security clearance. Only US Citizens are eligible for a security clearance. For this position, LMI will only consider applicants with security clearances or applicants who are eligible for security clearances, due to the nature of the work.