Senior Federal Customer Success Specialist
Required skills
- ownership
- self-directed
- live communication
- U.S. citizen
- eligible for security clearance
Nice to have
- Secret-level clearance
- Navy program offices
- San Diego defense community
- TEMs
- OTAs
- CSOs
Role summary
SynMax is seeking an experienced Senior Federal Customer Success Specialist to manage relationships with U.S. federal clients for their maritime intelligence platform. This role involves being the primary point of contact, ensuring reliable data delivery, coordinating issue resolution with internal teams, and handling user support, onboarding, and training. The specialist will also gather customer feedback to inform product development and identify opportunities for expanded use, including API and their agentic analytics platform, Atlas. The position requires strong ownership, clear communication skills, and the ability to work independently in a startup environment, with a preference for candidates familiar with maritime intelligence or defense contracting.
SynMax’s Theia platform delivers maritime intelligence to government, energy and commercial customers. We’re looking for an experienced customer success specialist to own our relationship with a priority U.S. federal customer. You’ll be their day-to-day point of contact and their advocate inside SynMax, making sure they get reliable data and a responsive team. As our federal portfolio grows, you’ll take on additional federal accounts.
What you’ll do
- Own day-to-day delivery and the relationship for a priority federal account, and take on further federal accounts as the portfolio grows
- Prepare for and run recurring technical meetings with the customer: agendas, read-aheads, action tracking and status reporting
- Monitor data delivery and be first point of contact for issues, coordinating with data science, engineering and Intel and keeping the customer informed
- Handle support requests, user access, onboarding and training for government users
- Understand the mission and the people behind each request, and feed what you learn into Product, Engineering and BD through Jira and the roadmap
- Know the scope of the customer’s agreement and escalate scope questions to BD and Legal instead of committing
- Work with Federal BD, Intelligence, Product, Legal and Security, and flag opportunities to expand use, including API and Atlas (our agentic analytics platform)
- Keep clean account records and health reporting in HubSpot
Must have
- 4–5+ years in customer success, technical account management, program support or customer-facing analysis for a data or analytics product
- Direct experience supporting U.S. government customers, ideally DoD or the Intelligence Community
- Based within reach of San Diego, U.S. citizen, and eligible for a security clearance
- Strong ownership: you say “I flagged, I fixed”, not “it was passed on”
- Able to explain technical issues in plain English, in writing and live
- Self-directed and comfortable in a start-up where someone sets a direction and lets you run
Nice to have
- Active Secret-level or higher clearance
- Maritime, AIS, satellite imagery or GIS/Esri experience (a plus, not a requirement)
- Familiarity with Navy program offices or the San Diego defense community
- Experience with TEMs, OTAs, CSOs, CRADAs or SBIR-style contract mechanics
- HubSpot, Jira, Confluence and comfort with AI tools
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