Sr Customer Success Manager

ABOUT NOOKS

Are you seeking an exciting and unique opportunity to grow and support our national security? As a startup, we are offering a limited-time opportunity to be an equity owner in a pioneering new industry. Nooks is pioneering Classified Infrastructure-as-a-Service (CIaaS) to provide government and industry partners with the fastest, most efficient access to classified infrastructure. We are building a nationwide network of accredited classified spaces and systems, ensuring that the best technologies equip our nation’s warfighters. At Nooks, we value innovation, collaboration, and a service-first mindset.

ABOUT THE ROLE

The Senior Customer Success Manager will lead strategic engagement and satisfaction for our Defense Technology (DefTech) and government customers. This role ensures each customer’s entire lifecycle from initial contact to onboarding to expansion is seamless, impactful, and caters to our customers' needs. You’ll collaborate closely with internal operations and engineering teams to anticipate needs, resolve challenges, and identify opportunities for growth within our customer base.

KEY RESPONSIBILITIES:

• Own customer relationships as the primary point of contact for DefTech and government clients and their sponsors, ensuring satisfaction, retention, and measurable outcomes.
• Lead onboarding and implementation efforts pre- and post-contract, coordinating closely with engineering, operations, and security teams to ensure readiness across classified and unclassified infrastructure.
• Monitor account health and performance, proactively identifying risks, challenges, and opportunities for improvement or expansion.
• Develop success plans aligned to customer objectives and drive continuous value through quarterly business reviews and performance metrics.
• Collaborate cross-functionally with engineering, operations, product, and leadership teams to ensure customer feedback informs roadmap and delivery priorities.
• Support contract renewals and growth by identifying expansion opportunities and collaborating with business development to align on strategy.
• Ensure compliance with government and defense contracting requirements, maintaining awareness of security protocols and data handling standards.

THE SKILLSET:

• 7–10 years of progressive experience in customer success, account management, or program management within defense, government contracting, or enterprise technology environments.
• Demonstrated ability to manage complex, multi-stakeholder relationships and drive results in matrixed organizations.
• Deep understanding of defense contracting, federal acquisition, and government program structures.
• Working knowledge of industrial security practices and classified operations (e.g., NISPOM, CMMC, or cleared facility experience).
• Strong organizational, problem-solving, and communication skills with the ability to translate technical details into strategic outcomes.
• Proven success managing executive-level customer interactions and building trust-based partnerships.

ELIGIBILITY CLEARANCE 

You must be eligible to work in the U.S Secret Clearance Eligible.