Customer Success Manager

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Full Time Tysons, VA, US

4 days ago Requisition

About Merlin Group

Merlin Group operates at the intersection of cyber innovation, national security, and technology-driven transformation. With a mission to accelerate the adoption of high-impact technologies across the U.S. public sector and regulated commercial markets, Merlin is uniquely structured around three core tenets – Invest, Enable, and Scale – each designed to address a specific stage of the technology lifecycle. Together, our affiliates – Merlin Ventures, CGC, and Merlin Cyber – form a flywheel that builds enduring capability for customers, partners, and the broader cyber ecosystem, operationalizing technological advancement into mission-ready, enterprise-grade solutions.

At Merlin, we believe our strength lies in our people. Team members are encouraged to be creative, collaborative, and nimble, pursuing paths to deliver the cutting-edge cybersecurity solutions that our customers rely on. From next-generation cyber defense to secure cloud and AI, we are united by one purpose – transforming innovation into mission impact.

The Opportunity

We are looking for a proactive and customer‑centric Customer Success Manager with at least two years of experience to join our team. In this role, you will be responsible for ensuring the long‑term success and satisfaction of our customers by building strong relationships, understanding their needs, and driving value through the effective use of our products and services. The ideal candidate will have excellent communication skills, a passion for customer success, and the ability to work cross‑functionally to deliver an exceptional customer experience.

Primary Duties & Responsibilities

• Relationship Management:
  Build and maintain strong relationships with customers, acting as their trusted advisor and point of contact for all their needs.
• Customer Retention:
  Proactively monitor customer health and engagement, identifying and addressing potential issues to ensure high retention and satisfaction rates.
• Customer Advocacy:
  Act as the voice of the customer within the organization, providing feedback to product, sales, and support teams to improve customer experience and drive product enhancements.
• Value Realization:
  Help customers achieve their desired outcomes by understanding their business objectives and providing tailored guidance on best practices and product usage.
• Reporting and Analytics:
  Track and report on customer success metrics, including adoption, usage, satisfaction, and retention rates.
• Process Improvement:
  Continuously improve customer success processes and workflows to deliver a seamless and efficient customer experience.

Qualifications

• Experience:
  
  Minimum of 2 years of experience in a customer success, account management, or customer support role, preferably in a SaaS or technology environment.
• Education:
  
  Bachelor’s degree in Business, Marketing, Communication, or a related field is preferred.
• Customer-Focused:
  Demonstrated ability to build strong relationships with customers and deliver exceptional customer service
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills, with the ability to present complex information clearly and effectively.
• Problem‑Solving:
  Strong problem‑solving skills with a proactive approach to addressing customer needs and challenges.
• Tech Savvy:
  Comfortable using CRM software (e.g., Salesforce, Hub Spot) and other customer success tools (e.g., Gainsight, Churn Zero) to manage and analyze customer data.
• Organizational
  
  Skills:
  
  Strong organizational skills with the ability to manage multiple accounts and priorities in a fast‑paced environment.
• Team Player:
  Ability to work collaboratively across teams and departments to achieve customer success goals.

Success Attributes

• Commitment to personal and professional integrity and respect for others.
• Roll‑up-your-sleeves attitude and low‑ego approach.
• Commitment to teamwork and professional relationship development.
• Passion for lifelong learning, growth, and…