Customer Success Manager

• Own post-award onboarding and delivery kickoff for new government contracts
• Manage contract performance, including SLAs, reporting deliverables, invoicing accuracy, and utilization reviews
• Own option years and recompetes for the assigned account portfolio
• Support new task orders, added languages and modalities, BPA usage growth, and sister-agency referrals
• Lead quarterly and contract-cadence business reviews
• Personally own escalations through resolution with transparent client communication
• Maintain audit and compliance readiness in partnership with the Compliance function
• Capture voice-of-customer feedback for the AdAstraConnect product roadmap
• Monitor account health, prepare reports, and assess renewal risks using phased AI-assisted tooling
• Human-review all materials and communications touching federal clients

• 3+ years in customer success, account management, contract management, or program-facing roles serving government clients
• Direct ownership of retention outcomes, including option years, renewals, or recompetes
• Working knowledge of periods of performance, option years, task orders, BPAs, IDIQs, contracting officers, and program offices
• Familiarity with compliance-driven service delivery
• Ability to pass client-required background checks
• Working fluency in HubSpot or comparable CRM use
• Comfort building workflows around AI-assisted tooling
• Judgment to ensure government-client communications receive human review
• Evidence of self-managed remote work
• Language services background is welcome but not required
• Experience with language access obligations under Title VI and Section 1557 is a strong plus
• Court, K-12, or federal agency experience is a plus

• Three weeks of paid time off
• Commission in addition to base salary
• Compensation benchmarked to country of residence
• Fully remote work with real autonomy