About HTX Labs

Since 2017, HTX Labs has been on a mission to accelerate the future of learning, employing immersive software training solutions and content development services for the Department of Defense to elevate the level of proficiency and preparedness of today's warfighter.

HTX Labs developed the EMPACT® Immersive Learning Platform to address a growing need to modernize training, improve safety, maximize operational efficiency, and build resilience and readiness across the defense industry.

HTX Labs is dedicated to driving learning innovation, providing the necessary digital infrastructure to empower users to easily create, deploy, measure, and sustain mission-specific, immersive training programs anytime, anywhere, on any device, with anyone, at scale.

Description

We’re looking for a Customer Success Manager (CSM) who will help us drive scalable product adoption and ensure our customers receive the best possible value from EMPACT. This role will support our growth by providing strategic consulting to our customers. Reporting to our Director of Customer Success (CS), you will work in close collaboration with customers and all HTX teams, including Product, Programs/Immersive Solutions, Marketing, and Sales/Business Development to advocate for the needs of the customer. Our ideal CSM is eager to learn all the ins and outs of EMPACT, build upon our processes, and become a true partner to our customers.

Responsibilities

• Build strong relationships with customers and help make EMPACT work for them in the best way possible
• Drive product adoption, usage, and implementation with customers
• Act as a trusted advisor to customers on change management, project management, instructional design, and other processes and techniques that surround implementation of new instructional technology
• Proactively monitor customer health, usage, and needs and engage as necessary to help the customer derive maximum value from EMPACT
• Develop and maintain a deep understanding of our product offering and communicate features and functionality that will improve the customer’s training and workflow
• Gather customer feedback, feature requests, and insights to inform future development of the product
• Understand the “big picture” mission of HTX and proactively position product value with customers
• Guide customers through lesson creation and sustainable implementation of the product
• Collaborate with Project Managers (PMs) to support individual contracts to ensure success for customers
• Collaborate with the entire Customer Success team to support each other and share best practices across customer accounts

Skills

• Ability to adapt to a rapidly changing/evolving product and respond strategically to customer needs
• Strong interpersonal skills and track record of building collaborative relationships
• Ability to listen and identify needs for the customer
• Ability to identify and prioritize tasks with minimal supervision
• Highly organized with exceptional attention to detail
• Metrics-oriented and customer satisfaction driven
• Exceptional presentation, organization, and communication skills (written and verbal)
• Enthusiastic about technology with demonstrated technical aptitude
• Experience working with XR technology is a plus
• Experience working in Aerospace & Defense markets is a plus

Qualifications

• 5+ years of experience working with customers to implement software or training solutions
• Bachelor's degree or equivalent experience
• Relentless customer focus
• Experience in implementing innovative training solutions
• Experience prioritizing needs and coming to the table with solutions
• Strong preference will be provided to candidates located near Sheppard AFB or Randolph AFB
• Some travel may be required to support customer needs

Work Location: Remote

*Candidates near customer locations will be expected to make regular onsite visits

to customers

Reporting Structure: Reports directly to the Director of Customer Success

We’re constantly working towards making HTX Labs the best place to work, for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community. We celebrate uniqueness and whatever makes you, you and encourage everyone who wants to help us transform the way the world learns, to join us on our journey. We value all types of experiences. If you don’t think you quite meet every qualification, we’d still love to hear from you. We are interested in qualified candidates who are eligible to work in the United States. We are not able to sponsor work visas at this time.

htx.recruiting@htxlabs.com