Senior Federal Customer Success Specialist

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