Customer Success Manager (FNSS)

Flashpoint is the pioneering leader in threat data and intelligence. We empower commercial enterprises and government agencies to decisively confront complex security challenges, reduce risk, and improve operational resilience amid fast-evolving threats. Through the Flashpoint Ignite platform, we deliver unparalleled depth, breadth and speed of data from highly relevant sources, enriched by human insights. Our solutions span cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection. The result: our customers safeguard critical assets, avoid financial loss, and protect lives. Discover more at flashpoint.io

Sitting at the nerve center of our rapidly scaling organization, you will be balancing dynamic tasks of varying urgency – some requiring immediate, high-priority attention – demanding strong organizational skills and an impeccable eye for detail. This role requires superb judgment and unwavering trustworthiness as you handle our Department of Defense and discrete mission partners' most sensitive intelligence requirements and operational matters. Note this role is listed as hybrid due to onsite client requirements ~4x per month, remote otherwise.

To succeed in this role, you will demonstrate strong initiative and a deep understanding of the Department of Defense and discrete mission partners' unique mission outcomes. You will facilitate the attainment of these outcomes by ensuring maximum adoption of our intelligence capabilities and eliminating any friction that could impede mission success. You will be an exceptionally strong communicator – both verbally and as a writer – capable of simplifying complex threat intelligence or technical subjects for any audience, from tactical operators to strategic planners, and influencing internal initiatives to better support DoD use cases without direct authority. In short, if your mantra is "I can enable that mission," and you're loaded with tenacity, grit, and acumen in the defense context, we want to speak with you!

We have a role for you if, you:

• Mission Empathy and Trustworthiness: Elicit and action critical Department of Defense and discrete mission partner requirements; anticipate operational challenges and actively troubleshoot complex intelligence and customer dynamics specific to the DoD environment.

• Collaborative Mission Integration: Ensure the involvement of all key internal and external stakeholders (e.g., intelligence analysts, operators, technical teams, interagency partners) to solve mission challenges the right way.

• Strategic Threat Thinking: Be capable of making sense of an infinite number of data points from across your Department of Defense and discrete mission partner portfolio to make recommendations on how Flashpoint should deploy its resources to maximize mission impact.

• Anticipate Operational Roadblocks: Proactively anticipate team objectives and Department of Defense and discrete mission partner needs, particularly in dynamic, high-stakes environments.

• Active Intelligence Listener: Identify, synthesize, objectify, and prioritize intelligence problems while working cross-functionally to effectively mitigate those issues for our Department of Defense and discrete mission partner base.

• Operate with Mission Independence: Able to work independently, make rapid decisions, and recruit additional resources within the organization as needed to accomplish larger, complex Department of Defense and discrete mission partner goals.

What you will get to do on our team:

• Create an Obsessive Customer Community: Leverage your knowledge of Flashpoint’s tools, datasets, and analytic capability, paired with a keen understanding of customer outcomes, to make Flashpoint an extension of the customer’s intelligence team and maximize the attainment of customer goals.

• Be a Trusted Advisor: Develop a deep rapport with customers, building trust so Flashpoint can assist with their most sensitive and difficult challenges.

• Drive Customer Engagement: Uphold Flashpoint’s reputation as the industry-leading intelligence partner through responsiveness and dedication to each request. You will manage multiple requests globally with varying complexity, sensitivity, and urgency, requiring strong judgment and resourcefulness.

• Internal Advocacy: Serve as the voice of the customer inside Flashpoint, ensuring products and services evolve to meet customer expectations through clear communication of feedback and requirements. You will be capable of documenting, quantifying, and prioritizing this feedback to align the entire Flashpoint team to meet the customer’s needs. This also includes interfacing with our product managers and engineers on recommending adjustments, enhancements, and features to better support customer requirements and mission-specific outcomes.

• Enable Customers at All Levels: Provide tactical, operational, and strategic support to customers, from junior analysts to senior executives, ensuring maximum adoption of our products and services. This will involve training intelligence, security, and operations personnel on Flashpoint tools to retrieve collected information from original source collections, geospatial datasets, basic API functions, and highlighting best practices used by our Customer Success and Intelligence teams.

• Identify Upsell/Cross-sell Opportunities: Proactively identify warm leads by understanding customer challenges and domain knowledge. Collaborate with the Account Executive, Customer Success Senior Director, and FNSS leadership to improve customer outcomes that drive upsells/cross-sell opportunities.

What you will achieve:

• Within 30 Days:

  • Acquire in-depth knowledge of our intelligence operations and the mechanisms of scaling our operations effectively.

• Within 60 Days:

  • Engage actively with your assigned customers, becoming a reliable figure in their security strategies.

• Within 90 Days:

  • Implement operational improvements, deliver valuable feedback to our product team, and establish long-term, trusted customer relationships.

To be successful in this role, you will need:

• Cybersecurity, IT Security, Military, Law Enforcement, Government or Intelligence Community Experience

• Superb communication skills, both written and verbal across all levels of a customer’s organization

• Proficiency and speed with email and project management tools

• Excellent analytical and problem-solving skills

• Willingness to travel to engage with customers in person if necessary

• Desirable to possess an active Secret security clearance, or be eligible to attain an appropriate clearance.

• While remote, this position requires the candidate to be located in the vicinity of Fayetteville, NC, or Tampa Bay, FL.

Why Flashpoint is a Great Place to Work:

• Diversity.  Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity. We recognize that diversity is key to achieving our vision. We believe that every person and their experiences contribute to building a work environment and products and services that will change the world.

• Culture and Belonging.  Our company’s culture isn’t something you join, it’s something you build and shape, and each person's unique backgrounds and experiences contribute to who Flashpoint is and will become.  You will have ample opportunities to connect with coworkers through various communication channels and company-funded virtual events: book clubs, happy hours, committees, DIBE discussion group, Donut mixers, local team member meetups and much more. 

• Perks. Flashpoint understands that personal wellness is one of the keys to a happy, healthy and productive work environment.  That’s why we also prioritize health and wellness perks like gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events.

• Career Growth. Flashpoint is invested in the growth of our team members and understands that frequent, two-way feedback is critical to that growth. We encourage regular one-on-ones with your manager, a regular schedule of performance reviews, learning and development opportunities, and guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to gain breadth of knowledge and experience.

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