Customer Success and Support Lead (Remote)

Ad Hoc is a technology company that empowers organizations to deliver scalable, impactful digital services. Using modern, agile methods, our team creates products that meet people’s needs and transform their experience of government.

Our collaborations have shaped some of the defining moments in public-sector service delivery. We’ve helped build products that connect Veterans to tailored services, help millions access affordable health care, and support important programs like Head Start. As we work with agencies to deliver critical services, we’re also changing how the government approaches technology.

Our culture, communications, and tools are built for remote work, enabling us to bring together top talent nationwide. At Ad Hoc, remote life empowers our teams to design work environments that fit their lives and that foster flexibility and collaboration to achieve positive outcomes for our customers.

Ad Hoc values acceptance, accountability, and humility. We aren’t heroes. We learn from our mistakes and improve the process for the next time. We build small, inclusive teams to collaborate closely with our partners to solve the right problems and deliver software that works.

The Federal Civilian business unit supports many customers spanning the federal, commercial, and nonprofit space. Our customers include NASA, the General Services Administration, Office of Personnel Management, the Library of Congress, Health & Human Services, and the FDIC. We partner with these agencies to build new capabilities, deliver products, establish data as a strategic asset for informed decision-making, modernize legacy systems, and build the digital service infrastructure necessary to scale their mission impact.

Customer Success and Support Lead serves as an experienced individual contributor within a team, with the expectation that you will further develop your leadership, guidance, and mentoring skills. You will be responsible for driving customer engagement and requirements management with minimal oversight. In this role, you will impact long-term program goals by bridging the gap between technical teams and end-users, ensuring a seamless onboarding journey and robust support ecosystem. You will utilize strong influential skills to mentor junior staff and drive process improvements across the program. Primary expectations of a Customer Success and Support Lead include:

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  Exhibits an extensive understanding of requirements and dependencies and develops documentation associated with project/program requirements, scope, process, and operations

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  Own the end-to-end user onboarding process. Define key touchpoints from initial technical discovery to post-onboarding nurturing, ensuring users are supported throughout their lifecycle.

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  Own the support ticket platform roadmap. Coordinate with vendor engineering teams to translate user and stakeholder feedback into actionable system improvements.

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  Present analysis results and program status to key stakeholders. Build relationships with leadership and summarize complex initiatives into high-level, actionable insights.

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  Lead monthly user orientation sessions and office hours, including identifying target audiences, proactive outreach, topic development, coordinating vendor presentations, and promoting events to ensure high adoption rates.

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  Lead the development of innovative solutions for program roadblocks, identify risks, and offer proactive mitigations.

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  Effectively communicates with internal and external stakeholders to communicate status, obtain clarification, and address risks.

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  Partner with internal teams to strategize and plan engagement activities, align on upcoming initiatives, identifying gaps and opportunities for program improvement.

• Bachelor’s degree in a relevant field plus at least 8 years of related experience, or a Master’s degree plus 6 years of experience.

• Extensive experience in customer-facing roles with a proven ability to engage in regular user outreach and resolve complex issues.

• Ability to learn and explain technical concepts related to data warehousing and data analytics to non-technical users.

• Demonstrated "growth mindset" with experience identifying friction points and implementing more efficient workflows.

• Proven ability to manage multiple high-priority efforts simultaneously, including platform management, onboarding, and recurring program events.

• Extensive experience with industry standards, requirements management tools, and support ticket platforms.

• Ability to obtain/maintain any of the following certifications

• PMI, CAP, ECBA, CBAP, PBA or other related certifications.

• Basic familiarity with SQL and/or Python is beneficial but not required.