Customer Success

Customer Success

Job Category: Consulting

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 50%

Type of Travel: Local

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The Opportunity:
 

DarkBlue is at the forefront of providing cutting-edge OSINT (Open-Source Intelligence) and Dark Web intelligence platforms. We empower intelligence analysts, investigators, and security professionals in both public and private sectors to uncover critical insights and mitigate complex threats. Our mission is to illuminate the unseen, providing clarity and actionable intelligence through innovative technology and expert support.

As a Customer Success Manager at DarkBlue, you will be pivotal in ensuring our clients, often operating in high-stakes environments, effectively leverage our specialized tools to achieve their investigative and security objectives. You'll cultivate a profound understanding of their unique operational challenges, the specific threats they face, and the latest trends in OSINT and Dark Web exploitation. By offering expert consultative guidance and acting as their trusted advisor, you will demonstrate the critical value DarkBlue brings to their missions


Responsibilities:

• Establish and maintain a proactive and regular cadence of engagement with your customers, including strategic business reviews, to deeply understand their key stakeholders, mission objectives, and investigative/analytical goals.
• Proactively identify and resolve challenges, manage risks effectively to ensure customer health, and champion opportunities for enhanced platform utilization.
• Meet with customers both virtually and in-person, requiring travel approximately 20-30% of the time, based on customer needs and business objectives.
• Directly contribute to increasing the adoption, renewal, and net retention of our key clients by monitoring their usage of our platform, identifying significant trends in their data and workflows, and executing tailored strategic account plans.
• Answer advanced product usage and technical questions related to data analysis, OSINT methodologies, Dark Web navigation, and investigative workflows across our sophisticated product suite.
• Collaborate closely with Sales, Product Management, Engineering, and Threat Intelligence teams, advocating for customer requirements and ensuring their unique insights contribute to our platform's continuous improvement.
• Support and lead cross-functional initiatives designed to enhance the overall customer experience for our specialized user base.
• Provide valuable input on how to automate, simplify, and optimize our daily workflows to increase the Customer Success team's efficiency and scalability in supporting a highly technical clientele.

Qualifications:

Required: 

• Proven experience in a Customer Success, Technical Account Management, or a client-facing intelligence/analytical support role, ideally with a SaaS or data-intensive software product.
• Prior experience in, or strong demonstrable understanding of, the OSINT, Dark Web intelligence, cybersecurity, or investigations space.
• Experience in developing customer engagement strategies, building out comprehensive account plans, and driving adoption of complex software tools.
• Proactive, attentive to details, high emotional intelligence, excellent communication skills, and an empathetic approach to understanding the nuanced needs of analysts and investigators.
• A keen interest in the evolving landscape of digital intelligence and a passion for delivering on DarkBlue's mission to provide critical insights and combat threats.
• Strong analytical and problem-solving skills, with an ability to grasp complex technical concepts.

Desired:

• Direct investigative or analytical experience within the OSINT, Dark Web, cyber threat intelligence, or law enforcement/national security sectors.
• Familiarity with specific investigative techniques, data sources, and analytical tools used in these fields.
• Experience working with public sector clients (e.g., intelligence community, law enforcement, defense).
• Technical certifications related to cybersecurity, forensics, or intelligence analysis.

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything w