Customer Success Manager (CSM)

When you join AIS, you're joining a mission-driven team that's passionate about making a difference. You'll work on projects that matter, alongside industry-leading experts, in an environment that fosters innovation, driving client success, and empowering our team to make a lasting impact. As an employee-owned company, we value collaboration, inclusivity, continuous growth, and shared success.

• Employee Ownership: Your contributions directly impact the company's success, and you share in its achievements.

• Continuous Learning: Access to resources, training, and mentorship to support your professional growth.

• Inclusive Culture: A workplace where diversity is celebrated, and everyone's voice is valued.

• Mission-Driven Work: Engage in projects that make a meaningful difference for our clients and communities.

At AIS, we're looking for more than just skills - we're looking for driven individuals who are passionate about making a difference, eager to grow, and aligned with our core principles.

This position is contingent upon contract award. We are currently pursuing a proposal and are seeking qualified candidates to include in our submission and identify candidates for future hiring needs on the program once awarded.

Position Overview

The Customer Success Manager (CSM) is responsible for driving successful outcomes for Mission Partners (MPs) by leveraging expertise in business analysis and Organizational Change Management (OCM). This role ensures alignment between customer needs and program objectives, supports strategic initiatives, and fosters collaboration across delivery teams. The ideal candidate will have strong leadership, communication, and analytical skills, with experience managing complex IT projects.

This is a proposal-based position; employment is contingent upon contract award and funding availability.

Key Responsibilities

• Develop and maintain Playbook modules focused on Mission Partner engagement and compliance.

• Engage MPs early and often to ensure alignment with project objectives and success criteria.

• Evaluate non-invasive UX tools for enterprise metric collection and reporting.

• Assist with strategic Organizational Change Management (OCM) initiatives to drive adoption and transformation.

• Collaborate with CO Delivery Teams to ensure seamless execution of deliverables.

• Plan, initiate, and manage IT projects from inception through completion.

• Monitor progress to ensure deadlines, standards, and cost targets are met.

• Evaluate performance results and recommend major changes impacting short-term project growth and success.

• Serve as a technical expert across multiple project assignments.

Required Qualifications

• Education: BA/BS degree in a related field.

• Experience: 10+ years of project/program management experience, preferably within DoD or similar environments.

• Certifications: PMP required; Agile Scrum certification preferred.

• Strong understanding of business analysis, OCM, and IT project management principles.

• Excellent communication, leadership, and stakeholder engagement skills.

• Active Top Secret clearance

Preferred Skills

• Experience with BPA processes and Playbook development.

• Familiarity with DoD acquisition and compliance requirements.

• Ability to evaluate and implement UX tools for enterprise-level metric collection.

Applied Information Sciences does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, disability, protected veteran status, or any other basis. Employment decisions are based solely on qualifications, merit, and business needs.