Senior Manager Customer Success

You will establish and scale customer-success operations for aircraft customers. You will lead Customer Success Managers, define customer-health and escalation processes, manage critical accounts, advocate for customer requirements, coordinate cross-functional recoveries, and provide executive reporting on customer outcomes and risks.

Responsibilities

• Lead and scale the Customer Success function
• Manage, coach, and develop Customer Success Managers
• Define customer-success strategy, operating model, and performance standards
• Recruit and onboard Customer Success talent
• Develop customer-health scoring, success plans, and lifecycle governance
• Establish onboarding, training, sustainment, and adoption processes
• Lead the Critical Accounts Program
• Coordinate cross-functional critical-account recovery plans
• Advocate for customer mission success and translate feedback into requirements
• Build relationships with senior government, military, and enterprise stakeholders
• Own customer-success dashboards, risk registers, and executive reporting
• Track readiness, adoption, support, customer sentiment, and renewal risk

Requirements

• 10+ years of experience in customer success, customer operations, account management, program management, field operations, professional services, aviation operations, defense technology, aerospace, or mission-critical enterprise technology
• 5+ years leading customer-facing, account-management, support, field-operations, program-management, or Customer Success teams
• Experience hiring, managing, coaching, and developing teams
• Experience building or scaling a customer-facing function
• Experience managing escalated, at-risk, executive-level, or mission-critical accounts
• Experience with customer-health, critical-account, executive-governance, or recovery processes
• Ability to communicate with senior military, government, enterprise, and executive stakeholders
• Understanding of customer lifecycle management, adoption, readiness, sustainment, support, renewals, and expansion
• Ability to travel up to 15%
• Ability to obtain and maintain a U.S. security clearance

Benefits

• Bonus
• Benefits
• Equity