Customer Success Lead

🔥 10 minutes ago

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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. • Primary expectations of a Customer Success and Support Lead include: Exhibits an extensive understanding of requirements and dependencies and develops documentation associated with project/program requirements, scope, process, and operations.

🎯 Requirements

• Bachelors degree in a relevant field plus at least 8 years of related experience, or a Masters degree plus 6 years of 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