AI Customer Success Engineer - TS/SCI clearance with CI Poly

Job Title: AI Platform – Customer Success Engineer

Location: McLean, VA (Onsite)
Clearance Requirement: Active TS/SCI with CI Polygraph (required)

Position Summary

We are seeking an AI Platform Customer Success Engineer to join a diverse, high-performing team of engineers and program professionals supporting mission-critical AI solutions. In this role, you will serve as the primary customer advocate, ensuring customers achieve measurable outcomes from our AI-powered platforms through strategic guidance, technical coordination, and relationship management.

The ideal candidate excels at identifying customer pain points, translating complex technical concepts into clear business value, and collaborating across engineering, sales, and program teams to deliver an exceptional customer experience in a classified environment.

Key Responsibilities

• This role requires strong communication and collaboration skills, as the CSE must work closely with stakeholders from engineering, sales, and program management to deliver an exceptional customer experience.
• The AI Platform CSE possesses the skills required to develop long-term relationships with customers that drive loyalty, retention, and growth for the program.
• Basic understanding of AI and machine learning concepts, such as data preprocessing, model training, and deployment. They should be able to explain complex technical terms to customers in a non-technical manner.
• Effective communication is crucial for a CSE working with AI products. They should be able to articulate the value proposition of their product, address customer concerns, and provide clear explanations of features and benefits.
• Able to identify and resolve complex technical problems, work collaboratively with internal teams (e.g., engineering), and escalate critical issues when necessary.
• Many AI products rely on data to function effectively. An AI Platform CSE should have basic data analysis skills, including the ability to interpret data metrics, track customer engagement, and identify trends in usage patterns.
• Experience gathering insights from customers about their needs, pain points, and goals. The AI Platform CSE demonstrates the ability to use this information to develop targeted strategies for customer success, retention, and growth.
• A CSE should have a deep understanding of the AI product's features, functionality, and limitations. They should be able to explain how the product works, provide usage guidance, and identify potential areas for improvement.
• As our AI Platform evolves, customers may need to adapt to new features or workflows. The CSE should be able to manage these changes effectively, communicate with customers about updates, and ensure a smooth customer experience.

Requirements

• Active TS/SCI clearance with CI Polygraph (mandatory).
• Strong customer-facing communication skills with the ability to explain complex technical concepts in plain language.
• Working knowledge of AI and machine learning fundamentals, such as:
• Data preprocessing
• Model training
• Model deployment

• Ability to analyze basic data metrics and usage patterns to assess customer engagement and success.
• Proven problem-solving skills and experience working cross-functionally with technical teams.
• Strong organizational skills with the ability to manage multiple customer priorities in a fast-paced environment.

Preferred Qualifications

• Prior experience supporting AI, data analytics, or platform-based products.
• Experience in a customer success, technical account management, or solutions-oriented role.
• Familiarity with federal or intelligence community customers and mission environments.

Benefits

Our comprehensive benefits package for full-time salaried employees is effective immediately upon the start date. Benefits include comprehensive PPO medical coverage with access to a Health Savings Account (HSA) option, a vision plan, and dental insurance with the base dental plan option paid for by PGTEK. Life Insurance, Short and Long-Term disability, and Critical Illness insurance have premiums covered.  Additionally, PGTEK offers a matching 401(k) plan and a discount on pet insurance through ASPCA Pet Insurance.   An Employee Assistance Program is available at no cost to all employees.  PGTEK offers a generous amount of PTO and Holidays, and an Education Assistance Program is available after 12 months of employment.

ABOUT PGTEK

PGTEK is a true consulting organization dedicated to helping clients achieve their business and technology objectives utilizing our decades of experience and business relationships. PGTEK invests in the educational advancements of our staff by providing the necessary resources to complete Professional and Business Certifications. Our company is our people, and we treat them like family.

EOE, including disability/veterans