Customer Success Account Manager

Job Description

Customer Success Account Manager | ATX Defense

The Tone:
This is a full-time role at ATX Defense, located 100% remotely within the United States. ATX Defense is a Service Disabled Veteran Owned Small Business (SDVOSB) founded by Army combat veterans with extensive experience across organizations like NSA, CIA, DIU, and the Pentagon. The company boasts deep expertise from having been operators, assessors, and engineers, actively shaping the technical terrain from within. With a moral backbone and rebellious grit, ATX Defense focuses on reengineering entrenched, broken systems that hinder national security progress. This entry-level role is crucial for managing customer relationships, guiding clients through their onboarding journey, providing essential support as they prepare for CMMC assessment, and building loyalty through timely and helpful communication.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Remote

• Mission: Shepherds customers through their onboarding journey and provides support as they prepare for their Level 2 CMMC assessment.
• Tech Stack: customer support software, Google Workspace (preferred)

What You’ll Actually Do
• Customer Onboarding & Training: Welcome new organizations, provide one-on-one support during the onboarding process, create organizational environments, and ensure new clients successfully complete onboarding requirements.
• Support: Assist assigned clients in the preparation and planning of their CMMC Level 2 assessments, including supporting the defense of ATX Defense product(s) during client CMMC Level 2 assessments.
• Customer Advocacy: Actively provide intelligence to team leadership regarding evolving customer needs with a focus on continuous improvement of the customer experience.
• Problem Solving: Address customer concerns, resolve issues, and manage conflicts in a positive, patient, and professional manner.
• Relationship Management: Build and maintain strong, long-term relationships with clients by acting as a consistent point of contact and trusted advisor.

The Must-Haves
• Background: Must be a U.S. citizen located within the United States, with prior experience in customer service, account management, or a similar client-facing role.
• Experience: Prior professional experience focused on managing customer relationships and providing direct client support.
• Skills: Excellent verbal and written communication and interpersonal skills; strong ability to handle conflicts and solve problems effectively; proficiency with basic technology and customer support software (like ticketing systems); strong organizational and time management skills with the ability to multitask and work independently; an analytical and process-oriented mindset for troubleshooting and client triage steps; and the ability to work effectively with other departments such as sales, product, and technical support.
• Bonus: Awareness of Google Workspace, knowledge of cybersecurity compliance frameworks, or a Certified CMMC Professional (CCP) certification.