Customer Success Representative

Company Description

CLEATUS is the AI platform for government contracting. We help businesses find, understand, and bid on federal, state, and local contracts. Our mission is to make GovCon more accessible to companies of all sizes and we do this by turning what used to take entire teams weeks of work into minutes by automation with AI. We're growing fast and building the operating layer for the GovCon market.

Role Description

We're hiring a full-time Customer Success Representative to join our team on-site in Arlington, VA. You'll own the customer journey after the sale: onboarding new accounts, driving activation and adoption, and making sure customers actually win contracts using CLEATUS. This is a high-touch, founder-adjacent role: you'll run onboarding and training sessions, monitor account health, catch churn risk early, and be the voice of the customer inside the company.

What you'll do

• Own onboarding for new customers: account setup, initial configuration, kickoff calls, and early adoption check-ins
• Run training sessions and product walkthroughs tailored to each customer's contracting workflow
• Respond to customer inquiries and troubleshoot issues quickly, escalating to product/engineering when needed
• Proactively monitor account health and usage to drive retention, renewals, and expansion
• Partner with sales on trial accounts and handoffs; flag expansion opportunities
• Turn customer conversations into structured feedback for product, and document best practices and playbooks as we scale
• Keep our CRM clean and current, every touch logged, every account status accurate

Qualifications

• Experience in customer success, support, or account management at a SaaS or technology company
• AI-native: you use tools like Claude, ChatGPT, or Cursor every day to accelerate your own workflow (drafting responses, prepping calls, building docs). You don't just tolerate AI tools; you compound your output with them.
• Excellent written and verbal communication; able to explain technical concepts in plain language and write a clean recap
• Strong problem-solving skills and attention to detail; comfortable owning an issue end to end
• Collaborative and organized: able to juggle multiple accounts and requests in a fast-paced environment
• Self-motivated and outcome-oriented: you measure yourself on customer retention and results, not tickets closed

Nice to have

• Prior experience at an early-stage SaaS company
• Hands-on experience with Attio, HubSpot, Intercom, or similar CS/CRM tools
• Familiarity with government contracting, procurement, capture, bd or proposal workflows
• Bachelor's degree in business, communications, or a related field

What we offer

• Competitive base salary
• Meaningful equity in a fast-growing company
• Health, dental, and vision coverage
• A front-row seat to building the category-defining platform for GovCon

This role is based in our Arlington, VA office. We're an on-site team, five days a week, in person.