Customer Success Program Manager

Piper Companies is seeking a Customer Success Program Manager to join a leading global provider of RF cyber‑driven, non‑kinetic counter‑drone takeover technology, designed to protect sensitive environments from rogue drone threats. The Customer Success Program Manager will own end-to-end customer programs spanning onboarding, deployment, adoption, and long-term success across hardware, software, and services. You will operate as the primary customer owner while coordinating execution across Product, Engineering, Support, Field Services, Sales, and Operations. This role is ideal for a highly independent professional who thrives in early-stage or evolving environments, is comfortable building structure where processes are still developing, and can lead complex initiatives without direct authority.

Responsibilities of the Customer Success Program Manager:

• Serve as the primary point of contact and accountable owner for assigned customer programs
• Develop and manage end-to-end program plans, including timelines, milestones, risks, and stakeholder alignment
• Build long-term, trusted relationships with operational, technical, and executive customer stakeholders
• Lead structured onboarding and deployment processes tailored to hardware, software,
• Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and Operations
• Identify dependencies, risks, and blockers early and resolve them proactively and Lead without direct authority, influencing outcomes through clarity, accountability, and collaboration
• Translate customer operational and technical requirements into actionable internal execution plans and Coordinate and deliver customer training and enablement across multiple disciplines
• Ensure customers are proficient in using solutions to meet their mission objectives and own the customer lifecycle from post-sale through renewal
• Identify and support opportunities for expansion, upsell, and cross-sell based on customer value and outcomes and Proactively identify at-risk accounts and lead mitigation strategies
• Own customer escalations end-to-end, including root cause analysis and corrective action planning and Balance urgency and structure in high-pressure, mission-critical environments
• Serve as the voice of the customer internally and 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 of the Customer Success Program Manager:

• 5+ years of experience in Customer Success, Technical Program Management, Project Management, or Account Management
• Proven ability to manage complex, multi-stakeholder programs involving both technical and operational components
• Demonstrated ability to work independently in environments with evolving or limited process maturity
• Experience supporting hardware and software solutions
• Bachelor’s degree or equivalent practical experience
• Strong communication and executive-level stakeholder management skills
• Ability to translate technical complexity into operational outcomes
• Exceptional organizational and problem-solving skills
• Comfortable managing ambiguity and driving clarity

Compensation of the Customer Success Program Manager:

• *Depending on Experience*
• Full benefits (PTO, Paid holidays, 401k, and additional perks)

Keywords:

#LI-RL1 #LI-Onsite

Customer Success, Program Management, Customer Programs, End-to-End Program Ownership, Customer Onboarding, Customer Deployment, Customer Adoption, Customer Success Lifecycle, Hardware Deployment, Software Deployment, Services Delivery, Cross-Functional Leadership, Product Collaboration, Engineering Coordination, Technical Support Coordination, Field Services Coordination, Sales Collaboration, Operations Coordination, Stakeholder Alignment, Executive Stakeholder Management, Customer Relationship Management, Trusted Advisor, Program Planning, Timelines Management, Milestones Management, Risk Identification, Risk Mitigation, Blocker Resolution, Influencing Without Authority, Complex Program Leadership, Technical Requirements Translation, Operational Requirements Translation, Customer Training, Customer Enablement, Mission-Critical Environments, High-Pressure Environments, Escalation Management, Root Cause Analysis, Corrective Action Planning, Voice of the Customer, Process Improvement, Customer Success Processes, Customer Success Tools, Best Practices Development, Expansion Opportunities, Upsell, Cross-Sell, At-Risk Account Management, Account Recovery Strategies, Hardware Support, Software Support, Technical Communication, Organizational Skills, Problem-Solving, Managing Ambiguity, Driving Clarity, Independent Work, Early-Stage Environment, Evolving Environment, Customer Value, Customer Outcomes, Bachelor’s Degree, RF Cyber Technology, Counter-Drone Technology, Drone Detection, Drone Mitigation, Rogue Drone Defense, Anti-Drone Solutions, UAV Threat Mitigation, Drone Security, Drone Takeover Technology, Non-Kinetic Drone Defense, Drone Systems, Airspace Security, Autonomous Drone Control, Drone Safety, Drone Operations Support