Overview As Senior Manager, Customer Success, you will lead the Aircraft Division's CS function for V-BAT and X-BAT customers, focusing on mission value and operational readiness. You will build and manage a high-performing customer-facing team and own the Critical Accounts Program to drive risk mitigation and measurable recovery. You'll shape the CS strategy, governance, and operating rhythms with cross-functional partners to ensure long-term account success. This role blends strategic leadership with direct engagement on high-stakes accounts and priority customer outcomes. You will work to turn customer feedback into product and service improvements in a mission-driven environment.
Compensation / Benefits- Pay within range
- Bonus
- Benefits
- Equity
- Career growth opportunities
Responsibilities- Lead and scale the Aircraft Division Customer Success function across government, defense, and strategic commercial accounts
- Manage and develop a team of Customer Success Managers focused on adoption, readiness, and long-term account success
- Define team structure, roles, responsibilities, and career development; recruit and onboard CS talent
- Build a scalable CS operating model with health scoring, success plans, engagement cadences, and lifecycle governance
- Lead the Aircraft Division Critical Accounts Program with entry criteria, escalation paths, and executive visibility
- Advocate for customer mission success by translating feedback into product, training, and sustainment requirements; engage cross-functional teams to close gaps
- Own dashboards, risk registers, and executive reviews; set metrics for mission readiness, adoption, training, fleet availability, and renewal risk
Key requirements- 10+ years in customer success, operations, account management, program management, or related defense/mission-critical tech roles
- 5+ years leading customer-facing teams
- Proven experience hiring, coaching, and developing high-performing teams
- Experience building or scaling a customer-facing function and managing escalated, executive-level accounts
- Experience with structured escalation, health, critical accounts, and recovery processes
- Strong executive presence with ability to communicate with senior military, government, and enterprise stakeholders
- Ability to travel up to 15% and work in operational, field, and HQ environments
- Ability to obtain and maintain a U.S. security clearance
- leadership
- clear communication
- cross-functional collaboration
- Salesforce
- Gainsight
- Jira
