Customer Success Manager (PR & Communications)

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Job Title: Technical Customer Success Manager (PR & Communications)
Location | Columbia, Maryland (On-Site)
Time Zone | Eastern Time (EST/EDT)

Role Overview:
We are seeking a proactive and technically-minded Customer Success Manager to support clients using an AI-powered narrative intelligence platform. This platform monitors online conversations across mainstream and fringe channels to help organizations detect emerging narratives, coordinated amplification, and reputational risks in real time. This is a full-time, on-site role ideal for someone who can bridge technical product capabilities with the needs of PR, communications, and public affairs professionals. The ideal candidate is client-focused, adaptable, and comfortable wearing multiple hats in a fast-paced startup environment.

Key Responsibilities:
- Onboard new clients (PR agencies, communications teams, and public affairs departments) onto the platform
- Guide clients in understanding and effectively using narrative-tracking dashboards, alerts, and reporting tools
- Serve as the technical translator between the product/engineering team and non-technical PR-minded clients
- Manage renewals, training sessions, and ongoing account support to ensure clients realize full platform value
- Troubleshoot client issues and coordinate with internal teams to resolve technical questions or concerns
- Gather and relay client feedback to support product roadmap and feature development
- Support cross-functional initiatives including onboarding materials, client -communications, and account documentation

Required Qualifications:
- Experience in a Customer Success, Account Management, or Client Services role, ideally within a SaaS or technology platform environment
- Strong understanding of, or interest in, PR, communications, or public affairs workflows
- Ability to translate technical concepts into clear, actionable guidance for non-technical stakeholders
- Excellent written and verbal communication skills with a professional, client-facing demeanor
- Comfortable working in a small, fast-paced startup environment and adapting to shifting priorities
- Strong organizational skills with the ability to manage multiple client accounts simultaneously

Preferred Qualifications:
- Experience working with PR agencies, comms teams, or government affairs clients
- Familiarity with social listening, media monitoring, or narrative/intelligence platforms
- Experience contributing to product feedback loops or working closely with engineering/product teams

Tools & Technology:
Client-facing SaaS dashboard/platform
CRM and customer success tools
Google Workspace
Slack, Zoom, and other collaboration tools

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