Customer Success Manager - AI Platform - TS/SCI clearance with CI Poly
Company: PGTEK
Location: Mc Lean
Posted on: February 19, 2026
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Job Description:
Job Description Job Description Job Title: AI Platform –
Customer Success Manager Location: McLean, VA (Onsite) Clearance
Requirement: Active TS/SCI with CI Polygraph (required) Position
Summary We are seeking an AI Platform Customer Success Manager
(CSM) to join a diverse, high-performing team of engineers and
program professionals supporting mission-critical AI solutions. In
this role, you will serve as the primary customer advocate,
ensuring customers achieve measurable outcomes from our AI-powered
platforms through strategic guidance, technical coordination, and
relationship management. The ideal candidate excels at identifying
customer pain points, translating complex technical concepts into
clear business value, and collaborating across engineering, sales,
and program teams to deliver an exceptional customer experience in
a classified environment. Key Responsibilities Build and maintain
long-term customer relationships that drive loyalty, retention, and
program growth. Act as the primary point of contact for customers,
proactively identifying risks, challenges, and opportunities for
improvement. Communicate the value proposition of AI solutions
clearly and effectively to both technical and non-technical
stakeholders. Collaborate closely with engineering, sales, and
program management teams to resolve issues, coordinate
enhancements, and ensure customer success. Identify, troubleshoot,
and help resolve complex technical challenges; escalate critical
issues when necessary. Gather customer feedback, insights, and
requirements to inform customer success strategies and product
improvements. Guide customers through platform updates, new
features, and workflow changes to ensure smooth adoption and
continued success. Track customer engagement, usage metrics, and
trends to measure success and identify opportunities for
optimization. Requirements Active TS/SCI clearance with CI
Polygraph (mandatory). Strong customer-facing communication skills
with the ability to explain complex technical concepts in plain
language. Working knowledge of AI and machine learning
fundamentals, such as: Data preprocessing Model training Model
deployment Ability to analyze basic data metrics and usage patterns
to assess customer engagement and success. Proven problem-solving
skills and experience working cross-functionally with technical
teams. Strong organizational skills with the ability to manage
multiple customer priorities in a fast-paced environment. Preferred
Qualifications Prior experience supporting AI, data analytics, or
platform-based products. Experience in a customer success,
technical account management, or solutions-oriented role.
Familiarity with federal or intelligence community customers and
mission environments. Benefits Our comprehensive benefits package
for full-time salaried employees is effective immediately upon the
start date. Benefits include comprehensive PPO medical coverage
with access to a Health Savings Account (HSA) option, a vision
plan, and dental insurance with the base dental plan option paid
for by PGTEK. Life Insurance, Short and Long-Term disability, and
Critical Illness insurance have premiums covered. Additionally,
PGTEK offers a matching 401(k) plan and a discount on pet insurance
through ASPCA Pet Insurance. An Employee Assistance Program is
available at no cost to all employees. PGTEK offers a generous
amount of PTO and Holidays, and an Education Assistance Program is
available after 12 months of employment. ABOUT PGTEK PGTEK is a
true consulting organization dedicated to helping clients achieve
their business and technology objectives utilizing our decades of
experience and business relationships. PGTEK invests in the
educational advancements of our staff by providing the necessary
resources to complete Professional and Business Certifications. Our
company is our people, and we treat them like family. EOE,
including disability/veterans
Keywords: PGTEK, Rockville , Customer Success Manager - AI Platform - TS/SCI clearance with CI Poly, IT / Software / Systems , Mc Lean, Maryland
