Principal Customer Success Manager

Hubstream builds the world's leading platforms for investigations and intelligence management. Hosted in Microsoft Azure, hybrid cloud or on premises, our software powers mission critical data analysis processes and workflows for law enforcement, other government agencies, and private companies.

We're scaling fast! We have an immediate opening for a principal level individual contributor and thought leader to help deliver critical value for a portfolio of high profile enterprise customers.

About the role

The Principal Customer Success Manager works with our customers and delivery partners to deeply understand and empathize with our customers to help users achieve their business goals.

You will serve as the primary Hubstream point of contact for major new initiatives having worldwide impact. You will quickly become an expert in Hubstream software and use your skills in cross-team communication, project management, and customer success to deliver real value for customers as they work to quickly and accurately respond to incoming requests and emerging threats, and understand complex datasets and their interactions.

Your primary goal will be to partner with our customers to ensure Hubstream technology attains their business goals over time, so that they renew and expand their usage of Hubstream software. You'll do this by envisioning, planning and delivering critical updates to Hubstream's low code software platform. You'll train customers on how to use the system, do some of the work yourself, and coordinate delivery through our customer engineering teams. Over time, you'll work to templatize and reuse critical components to quickly get customers up to speed and enable use of new scenarios in our Software as a Service (SaaS) product.

Your thought leadership and drive will help our teams quickly scale to meet emerging market needs across Child Protection, anti-counterfeiting, transportation safety, cyber security and other industries.

The ideal applicant

The ideal applicant will have 10-15 years experience in consulting delivery, project management or technical account management. Additional experience as a solution provider for a low-code or no-code solution platform could be useful, as would experience with Azure public and government cloud services implementations. Strong preference will be given to Canadian citizens and Canadian government security cleared professionals.

Travel and Location

This is a fully remote job with up to 25% travel to customer sites and occasionally for team meetings in Washington, DC or Seattle, WA. Preference will be given to applicants near Ottawa.