Customer Success Program Manager

Piper Companies is seeking a Customer Success Program Manager to join a global counter-drone technology company based in McLean, VA. The Customer Success Program Manager will lead and ensure customer success across complex, mission-critical implementations. This position will be on-site in McLean, VA five days a week!

Responsibilities of the Customer Success Program Manager include:

• Act as the primary point of contact and accountable owner for assigned customer programs.
• Create, maintain, and execute comprehensive program plans, including timelines, milestones, risk management, and stakeholder alignment.
• Cultivate long‑term, trusted relationships with operational, technical, and executive customer stakeholders.
• Oversee end‑to‑end onboarding and deployment workflows optimized for the organization’s full suite of products and services.
• Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and Operations.
• Identify dependencies, risks, and blockers early and resolve them proactively.
• Translate customer operational and technical requirements into actionable internal execution plans.
• Coordinate and deliver customer training and enablement across multiple disciplines.
• Own the customer lifecycle from post-sale through renewal.
• Monitor customer health, adoption, and satisfaction indicators.
• Identify and support opportunities for expansion, upsell, and cross-sell based on customer value and outcomes.
• Proactively identify at-risk accounts and lead mitigation strategies.
• Own customer escalations end-to-end, including root cause analysis and corrective action planning.
• Balance urgency and structure in high-pressure, mission-critical environments.
• Serve as the voice of the customer internally.
• Provide structured feedback to Product and Engineering to inform roadmap, enhancements, and service improvements.
• Contribute to the evolution of Customer Success processes, tools, and best practices.

Qualifications for the Customer Success Program Manager include:

• 5+ years of experience in Customer Success, Technical Program Management, Project Management, or Account Management.
• Proven track record of managing complex programs with multiple stakeholders across both technical and operational domains.
• Demonstrated capability to operate independently in environments with evolving processes or limited structure.
• Experience supporting integrated hardware and software solutions.
• Strong communication skills with the ability to effectively engage and manage executive‑level stakeholders.
• Ability to translate complex technical concepts into clear operational outcomes.
• Exceptional organizational abilities and strong problem‑solving skills.
• Comfortable navigating ambiguity and driving alignment and clarity.
• Demonstrated bias toward ownership, accountability, and decisive action.
• Bachelor’s degree or equivalent practical experience.
• Preferred Qualifications:
  • Experience supporting law enforcement, defense, security, aviation, military, or government clients.
  • Familiarity with RF‑based systems, sensor technologies, or comparable technical environments.

Compensation for the Customer Success Program Manager include:

• Salary Range: $155,000 - $165,000
• Comprehensive Benefits: Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays

This job opens for applications on [1.23.26]. Applications for this job will be accepted for at least 30 days from the posting date.

#LI-MR1 #LI-ON-SITE

Keywords: Customer Success • Program Management • Technical Program Management • Project Management • Account Management • Post‑Sale Customer Lifecycle • Customer Onboarding • Deployment Management • Cross‑Functional Collaboration • Stakeholder Management • Executive Communication • Relationship Building • Operational Readiness • Customer Adoption • Technical Enablement • Training & Customer Education • Risk Identification • Risk Mitigation • Escalation Management • Root Cause Analysis • Corrective Action Planning • Process Improvement • Product Feedback • Roadmap Influence • Hardware Solutions • Software Solutions • Integrated Systems • Mission‑Critical Environments • Independent Execution • Ambiguity Management • Problem‑Solving • Organizational Skills • Ownership & Accountability • Action‑Oriented • Requirements Translation • Technical-to-Operational Alignment • Customer Health Monitoring • Renewals • Expansion & Upsell Opportunities • Government Customers • Defense & Security Sectors • Law Enforcement Support • Aviation Sector Support • Military Support • Sensor Technologies • RF-Based Systems • Technical Environments