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

Flashpoint National Security Solutions seeks a Principal Program Manager for our Customer Success team. This pivotal role involves delivering top-tier technical support to our expanding clientele and aiding in the resolution of intricate customer issues. The position will also contribute to defining and implementing crucial strategies for the growth and scalability of technical support.

This role offers a central position within a rapidly expanding organization and is on-site at their location. This role provides opportunities for collaboration with various stakeholders, including Flashpoint's national security customers, prospects, and partners, as well as internal Sales, Product, Intelligence, and Marketing teams.

A critical focus of this role is maximizing the value customers derive from our products and services. It also requires proactively identifying, planning, and executing improvements to our processes to enhance the overall customer journey.

We have a role for you if you:

• Have experience in customer-facing support roles in the intelligence community and possess an active TS/SCI security clearance with polygraph.

• Superb listening and communication skills; both written and verbal, with a demonstrated ability to listen to stakeholder requirements and communicate with all levels of a customer’s organization.

• Excellent analytical, problem-solving, and organizational skills.

• Preferably a Security, Intelligence, or Law Enforcement Background: You can quickly become a Flashpoint power user and can fluently guide customers through mission-critical intelligence questions.

• Experience with OSINT collections and analysis.

• Trustworthy: You have experience working with sensitive clients and data.

• Multi-tasker: You are happiest when you are working on many things at once.

• Self-motivated: You can pick up a task and run with it, completing it with minimal direction or supervision.

What you will get to do on our team:

• Service Customer Requests: Leverage your security, intelligence, or law enforcement experience and product knowledge to quickly address customer inquiries.

• Constantly identify and deliver more value to our customers

• Become a Flashpoint Power User: Promote customer adoption by becoming an expert in Flashpoint’s data schema, API functionality and an extension of the customer’s team.

• Collaborate Cross-Functionally: Build trusted relationships across the Flashpoint teams leveraging expertise from other departments to answer customer questions and improve the customer experience.

• Endeavor to Maximize Scale: propose, plan and implement best practices as our customer base grows -- including the use of metrics and KPIs, key software tools, and documented workflows.

What you will achieve:

• Within 30 days

  • Familiarize yourself with your clients, team members, and key internal stakeholders to understand current processes, client expectations, and deliverables.

  • Develop a framework for tracking and responding to customer requirements.

• Within 60 days

  • Become proficient in the workflow for OSINT collection and analysis based on the needs of your customers.

  • Solicit feedback from customers to ensure we meet or exceed expectations.

• By 90 days

  • Based on customer feedback, you will develop and execute a plan to maximize value and impact for your clients.

  • Identify areas for potential improvement or growth with your customers.

To be successful in this role, you will need

• Have experience in customer facing support roles in the intelligence community.

• Possess an active TS/SCI security clearance with polygraph.

• Ability to sit in customer spaces during core work hours daily.

• Superb listening and communication skills; both written and verbal, with a demonstrated ability to listen to stakeholder requirements and communicate with all levels of a customer’s organization.

• Excellent analytical, problem-solving, and organizational skills.

Base Pay Range: $165,000/yr. - $185,000/yr plus bonus

Our goal is to have an offer to a candidate within 45 days from when the role is posted. Typically, if the team is interested in your background you will hear from a member of the team within 2 weeks from your application submission date.

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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