Customer Success Manager

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.

Job Locations: US-DC-Washington, DC US-VA-Tysons