Customer Success Analyst

Job ID: 2510935

Location: REMOTE WORK, VA, US

Date Posted: 2025-10-21

Category: Information Technology

Subcategory: Big Data Engineer

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: Yes

Description

We are seeking a Customer Success Analyst (CSx Analyst) with a blend of technical expertise and strong communication skills to support the IRS Advanced Analytics Program (AAP). This role is responsible for onboarding mission teams, enabling adoption of AI/ML and GenAI services, and serving as a trusted technical guide for IRS users.

The CSx Analyst will be hands-on enough to configure environments, run demos, and answer technical questions, while also building customer-facing materials, playbooks, and presentations that clearly articulate value. They will work closely with Use Case Architects, CSx Architects, and Product Managers to ensure mission teams can confidently build and operationalize models on AAP services.

Key Responsibilities

• Lead onboarding sessions and demos for mission teams, showing how to use AAP services (Databricks, SageMaker, Bedrock) effectively.
• Perform hands-on technical setup tasks (access provisioning, workspace walkthroughs, pipeline templates) to accelerate customer readiness.
• Build customer-facing materials (presentations, playbooks, success guides) that simplify technical concepts and highlight value.
• Act as the first line of technical support for customer teams, addressing common AI/ML questions without relying on engineering teams.
• Partner with Use Case Architects to understand customer problem statements and help tailor onboarding to specific use cases.
• Collaborate with Product Manager and CSx Architect to capture customer needs and adoption metrics that feed roadmap improvements.
• Document success stories, reusable guides, and technical FAQs to improve customer self-service.
• Represent the CSx team in cross-functional meetings with engineering, architecture, and delivery teams, ensuring customer voice is heard.

Qualifications

Required Qualifications

• Bachelor’s degree in computer science, Data Science, or related field and 14 years of experience in a technical customer-facing role (Customer Success, Solutions Analyst, or equivalent).
• Hands-on familiarity with Databricks, SageMaker, or Bedrock for AI/ML workflows (data prep, training, deployment).
• Strong ability to explain technical workflows in a way that resonates with non-technical stakeholders.
• Proven track record of running technical demos, onboarding sessions, or workshops.
• Excellent communication skills (written, verbal, and presentation).

Desired Skills

• Certifications: Databricks Associate, AWS Cloud Practitioner, or ML Specialty.
• Experience working with Use Case Architects or Solution Architects on technical adoption projects.
• Familiarity with Trustworthy AI practices (bias monitoring, transparency, fairness).
• Experience in creating customer-facing materials (slide decks, technical guides, tutorials).
• Ability to balance technical depth with customer empathy, ensuring adoption and confidence.