Customer Success Lead

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Ad Hoc LLC

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🏛️ Government

🤖 Artificial Intelligence

🔌 API

Government • Artificial Intelligence • API

Ad Hoc LLC is a technology consulting firm that modernizes digital government services through human-centered design, platform and mobile development, and systems transformation. The company specializes in data interoperability, API infrastructure, DevOps and cybersecurity practices, and AI-driven/agentic automation to help federal, state, and local agencies scale services, reduce costs, and improve user experiences. Notable work includes large-scale Medicare enrollment processing, the VA Health and Benefits mobile app, and enabling access to billions of health claims via modern APIs.

📋 Description

• Customer Success and Support Lead serves as an experienced individual contributor within a team, with the expectation that you will further develop your leadership, guidance, and mentoring skills • You will be responsible for driving customer engagement and requirements management with minimal oversight • In this role, you will impact long-term program goals by bridging the gap between technical teams and end-users, ensuring a seamless onboarding journey and robust support ecosystem • You will utilize strong influential skills to mentor junior staff and drive process improvements across the program • Exhibits an extensive understanding of requirements and dependencies and develops documentation associated with project/program requirements, scope, process, and operations • Own the end-to-end user onboarding process • Define key touchpoints from initial technical discovery to post-onboarding nurturing, ensuring users are supported throughout their lifecycle • Own the support ticket platform roadmap • Coordinate with vendor engineering teams to translate user and stakeholder feedback into actionable system improvements • Present analysis results and program status to key stakeholders • Build relationships with leadership and summarize complex initiatives into high-level, actionable insights • Lead monthly user orientation sessions and office hours, including identifying target audiences, proactive outreach, topic development, coordinating vendor presentations, and promoting events to ensure high adoption rates • Lead the development of innovative solutions for program roadblocks, identify risks, and offer proactive mitigations • Effectively communicates with internal and external stakeholders to communicate status, obtain clarification, and address risks • Partner with internal teams to strategize and plan engagement activities, align on upcoming initiatives, identifying gaps and opportunities for program improvement

🎯 Requirements

• Bachelors degree in a relevant field plus at least 8 years of related experience • Extensive experience in customer-facing roles with a proven ability to engage in regular user outreach and resolve complex issues • Ability to learn and explain technical concepts related to data warehousing and data analytics to non-technical users • Demonstrated "growth mindset" with experience identifying friction points and implementing more efficient workflows • Proven ability to manage multiple high-priority efforts simultaneously, including platform management, onboarding, and recurring program events • Extensive experience with industry standards, requirements management tools, and support ticket platforms.

🏖️ Benefits

• Company-subsidized health, dental, and vision insurance • Flexible PTO • 401K with employer match • Paid parental leave after one year of service • Employee Assistance Program