Customer Success Manager (CSM) with On-boarding & Training

Responsibilities

Peraton is currently seeking an experienced Customer Success Manager (CSM) with an On-boarding & Training focus.

 

Location: Honolulu, HI (On-site at Camp Smith).

 

Role & Responsibilities: 

 

The Customer Success Manager (CSM) for Onboarding & Training is a key operational integrator for IRIS—Peraton's Integrated Realtime Information System, an advanced decision-support platform that empowers analysts by integrating behavioral science, data analysis, social media forensics, and influence operations. The CSM’s primary responsibility is enabling rapid user adoption and maximizing system impact to address complex global challenges, including cognitive warfare and influence operations. In this role, the CSM bridges advanced technical expertise with mission fluency to design tailored solutions and provide impactful support.

 

CSMs act as trusted advisors and IRIS power users, fully prepared to coach customers, deliver hands-on assistance, and empower organizations to operate independently, reducing reliance on external technical support. Given IRIS’s emphasis on influence operations, cognitive warfare, and information campaigns, successful candidates will possess expertise in these domains, ensuring they can effectively guide customers in leveraging IRIS’s tools for real-world missions.

 

Key Responsibilities

Client Enablement & Knowledge Transfer (50%)

• Lead scenario-based analyst mentoring to sharpen user skills for cognitive warfare and influence operations.
• Design tailored IRIS workflows, training materials, and “power user” guides specific to each customer’s mission needs.
• Develop in-house expertise within supported organizations by identifying and establishing IRIS Ambassadors who promote internal use and best practices.

Rapid Mission Engineering (20%)

• Provide on-demand assistance for dashboard customization, GPT prompt development, campaign planning templates, and rapid-turn data integrations to meet evolving mission demands in influence operations and situational awareness.

Operational Surge & Liaison Support (15%)

• Offer immediate and on-site support during key operational periods, such as major exercises, crisis response, or mission transitions, ensuring system availability and mission continuity.

Customer Experience Management (CXM) Feedback & Value Realization (15%)

• Collect structured feedback through training and field use to gain insights into system impact and identify improvement opportunities.
• Contribute to quarterly impact reports and collaborate with product development teams to ensure IRIS evolves to meet customer needs effectively.

• Will work within cognitive warfare and influence operations, including information campaigns, behavioral science, adversarial messaging, and cultural analysis. Strong preference for prior experience within this area.  

 

 

 

Qualifications

Minimum Qualifications:

• Bachelor’s degree in Business, Education, or related field and 12 years with BS/BA; Minimum of 10 years with MS/MA; Minimum of 7 years with Ph.D.
• Minimum of 2 years of experience in Customer Success, Training, or Implementation roles preferably within a SaaS environment required.
• Demonstrated and proven ability to lead teams and manage cross-functional projects.
• Demonstrated strong communication, presentation, and problem-solving skills.
• Experience with help desk platforms and customer success tools.
• U.S. citizenship required.
• The ability to obtain a Top Secret/SCI security clearance. 

Strongly preferred:

• Knowledge of cognitive warfare and influence operations, including information campaigns, behavioral science, adversarial messaging, and cultural analysis. 
• Experience in managing Tier 1/2 Support Operations.
• Familiarity with LMS (Learning Management Systems) platforms and asynchronous training technologies.
• Certifications in Customer Success or Training (e.g., CSM, CPTM).
• An Active TS/SCI security clearance. 

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditiona