Senior Customer Success Manager – Aerospace & Defense
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Job Description
Senior Customer Success Manager at RWS managing post-sales activities and driving adoption in aerospace and defense sector. Building executive relationships and guiding modernization initiatives for client success.
Responsibilities:
- Manage and grow all post-sales activities for enterprise customers, driving adoption, retention, and expansion through strategic relationship-building and execution.
- Maintain deep knowledge of RWS Contenta solutions and modernization pathways, including latest standards (S1000D, ATA, MIL-SPEC) and initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies.
- Serve as a trusted advisor to customer stakeholders and executive sponsors, ensuring implementations deliver on business cases and modernization strategies for maximum ROI.
- Represent RWS at customer-sponsored events and industry forums (AIA, S1000D, S-Series user groups), positioning the company as a thought leader in digital sustainment and technical publishing.
- Develop and execute account success plans, including change management, growth strategies, and adoption programs in partnership with Sales, Renewals, Product Management, and Services.
- Provide guidance and enablement on S1000D principles and best practices, supporting customer teams in achieving compliance and modernization goals.
- Increase customer retention and satisfaction through proactive engagement: regular tactical check-ins, quarterly health assessments, and strategic business reviews.
- Identify and mitigate churn risk early, ensuring ARR retention and long-term account stability.
- Act as the voice of the customer internally, advocating for enhancements and resolving escalations with urgency and accountability.
- Drive strategic influence across complex accounts, working across, up, and down organizational hierarchies to strengthen relationships and uncover growth opportunities.
Requirements:
- Proven experience in a customer-facing role, managing enterprise technology accounts, relationships, and complex projects.
- Deep understanding of technical content workflows and latest standards (S1000D, ATA, MIL-SPEC) with exposure to modernization initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies.
- Demonstrated ability to achieve trusted advisor status, guiding customers through modernization roadmaps and influencing decision-makers across engineering, logistics, and leadership teams.
- Aerospace or Defense industry experience is essential, with familiarity with government programs, prime contractors, or major integrators.
- Leadership in driving adoption and success for enterprise software solutions, including coordinating cross-functional teams (Solutions Consulting, Product, Services) to ensure customer outcomes.
- Exceptional communication and storytelling skills, capable of translating complex technical concepts into clear, actionable insights for diverse stakeholders.
- Strong problem-solving and troubleshooting capabilities, with a proactive approach to resolving technical challenges and optimizing workflows.
- Proven track record of meeting and exceeding customer success metrics, including retention, expansion, and satisfaction goals.
- Ability to navigate long-cycle, multi-stakeholder environments, ensuring disciplined engagement and strategic account growth.
- US citizenship required.
Benefits:
- Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave.
- 401(k) Retirement plan with company match.
- Company-wide agile work policy with flexible work arrangements.
- Opportunities for training, professional development, and personal growth.
- Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity.
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