Senior Federal Customer Success Specialist
SynMax
- Location
- Onsite (San Diego, California)
- Compensation
- $118k - $135k/yr
- Employment
- Full-time
- Level
- Senior Level
About the role
SynMax provides maritime intelligence through its Theia platform, combining satellite imagery with AI. This role serves as the primary point of contact for a priority U.S. federal customer, managing delivery, technical support, and relationship growth within the defense sector.
Skills
Full job details
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