Customer Success Manager, Battle Road at Onebrief

ABOUT ONEBRIEF Onebrief is collaboration and AI-powered workflow software designed specifically for military staffs. By transforming this work, Onebrief makes the staff as a whole superhuman - meaning faster, smarter, and more efficient. We take ownership, seek excellence, and play to win with the seriousness and camaraderie of an Olympic team. Onebrief operates as an all-remote company, though many of our employees work alongside our customers at military commands around the world. Founded in 2019 by a group of experienced planners, today, Onebrief’s team spans veterans from all forces and global organizations, and technologists from leading-edge software companies. We’ve raised $320m+ from top-tier investors, including Battery Ventures, General Catalyst, Sapphire Ventures, Insight Partners, and Human Capital, and today, Onebrief is valued at $2.15B. With this continued growth, Onebrief is able to make an impact where it matters most. POSITION OVERVIEW At Battle Road, we’re building the next generation of military modeling and simulation technology through AtomEngine, our modern, game-engine-based platform. We are replacing decades-old legacy systems with a more accurate, flexible, and operationally relevant simulation environment. Our technology is already being used in major U.S. military training exercises and command environments. We are seeking a Customer Success Manager who wants their technical work to directly influence how military leaders train, plan, and make decisions. This is not a traditional customer success role. This is mission-facing engineering. ABOUT THE ROLE As a Customer Success Manager, you operate at the intersection of customer engagement and mission execution. You will deploy into real-world military training environments, including Secret and air-gapped systems. You will support customers through demos, training, and live exercises. You may be standing in front of senior officers, facilitating sessions, fielding questions, and ensuring the platform performs under pressure. You are the last mile between cutting-edge simulation technology and the warfighter. If you take pride in how you show up, remain composed in challenging environments, and enjoy earning trust and building advocates, this role will challenge and reward you. WHAT YOU WILL DO - Lead customer demos, classes, and onsite events - Explain technical concepts clearly to non-technical audiences - Own customer-facing agendas, communications, events, surveys, and post-event follow-up - Engage constructively with officers, colonels, and generals to answer questions and build trust - Coordinate with other teammates to ensure technical support is delivered and timelines are met - Document customer needs, requests, risks, and opportunities, then route them appropriately - Maintain awareness of common customer issues and help prioritize them across docs, forums, and internal teams - Lead or support training sessions, workshops, and instructional blocks as adoption scales - Engage constructively with key stakeholders and respond to challenging questions with clarity and professionalism - Travel up to 50% of the time to work directly in person with customers and users. WHAT MAKES THIS ROLE DIFFERENT - You will operate in rooms where decisions matter - You will help replace legacy systems that have been in place for decades - You will represent Battle Road directly in front of officers, colonels, and generals - You will see your work applied in real-world training environments WHAT WE LOOK FOR - 3+ years of professional experience in a customer-facing role in a technical setting - Comfort working with customers face-to-face to debug, iterate, and validate solutions in real-world environment - Direct experience working with customers face-to-face in real-world environments, understanding their needs then providing feedback directly to product and engineering teams - Ability to work in self-directed and effective in fast-moving, ambiguous environments - Prior military experience - Strong communication skills - Current Active Secret or Top Secret security clearance - Willingness and ability to travel up to 50% onsite to visit customers PREFERRED QUALIFICATIONS - Experience presenting or teaching technical concepts to large groups - Experience in modeling, simulation, game engines, or defense-related systems Notice to Third Party Recruitment Agencies Please note that Onebrief does not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without an agreement Onebrief explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of Onebrief.