Senior Manager, Customer Success (R5273)
Core
Establish, lead, and scale the Aircraft Division Customer Success function for V-BAT and X-BAT aircraft, ensuring mission value and operational readiness for U.S. government, allied defense, and strategic commercial customers.
Role type
Senior Manager, Customer Success (Strategy & Team Leadership)
Builds
Scalable Customer Success operating model, Critical Accounts Program governance, and high-performing customer-facing teams
Domain
Defense technology / Aerospace / Mission-critical systems
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer success strategy, team building and scaling, account segmentation, risk management, cross-functional program leadership, executive reporting, stakeholder management, process design, performance management, recruitment
Preferred skills
Defense or aerospace industry experience, aviation operations knowledge, critical account management, organizational design
Technologies
Customer Success platforms, dashboards, risk registers
Responsibilities
Define Customer Success strategy and operating model; manage and develop a team of Customer Success Managers; lead the Critical Accounts Program for high-risk/strategic clients; establish metrics and executive visibility; advocate for customer mission success and translate feedback into product improvements.
Seniority
Senior, hands-on IC with team leadership