Customer Success Manager

The Opportunity

NTS is seeking an Intel Research Analyst to serve as a Customer Success Manger (CSM) to support users across various CONUS customer locations. The CSM will support system users in their execution of Intelligence and OSINT tradecraft practices, guiding users through analytical workflows, data inquiries, and research best practices that maximize the efficiencies of the software provided. The CSM will be the primary recipient of user feedback, suggested improvements and functional modifications as reported by the user community, to inform system improvements, and the product roadmap

Key Responsibilities (Principal Duties and Accountabilities *Essential Functions)

• Serve as the traveling, customer-facing technical representative for deployed software
• Support various CONUS customer locations (up to 25% travel).
• Guide technical and non-technical users through complex Intelligence research workflows and tools
• Deliver training sessions, workflow demonstrations, and user onboarding
• Create training materials (manuals, power points, handouts) to support training events
• Troubleshoot user issues and coordinate fixes with internal engineering teams
• Document user challenges, best practices, and operational patterns; relay actionable feedback
• Assist with configurations, updates, and basic operational maintenance as required