Customer Success Manager

Role Overview

• Lead, coach, and develop a team of Technical Program Managers, fostering high performance, accountability, and career growth.
• Set clear expectations, goals, and success metrics for TPMs aligned to customer success and business objectives.
• Conduct regular 1:1s, performance reviews, and provide ongoing feedback and mentorship.
• Own executive-level relationships with key customers, ensuring alignment on objectives, delivery timelines, and success criteria.
• Serve as an escalation point for customer issues, risks, or delivery challenges, driving timely resolution.
• Partner with Sales, Account Management, and technical teams to support ongoing projects, and long-term customer value.
• Provide oversight across multiple hardware integration programs, ensuring consistency in execution, communication, and quality.
• Guide TPMs in managing scope, timelines, dependencies, and risks across server, storage, networking, and infrastructure solutions.
• Ensure programs are delivered on time, within scope, and aligned to customer expectations.
• Drive alignment across engineering, supply chain, warehouse, production, quality, and operations teams.
• Collaborate with senior leaders to resolve resourcing constraints, priority conflicts, and systemic delivery issues.
• Strengthen partnerships with vendors, OEMs, and service providers as needed to support customer outcomes.
• Define and track customer success metrics, delivery of KPIs, and team performance indicators.
• Standardize best practices for program management, customer communication, and risk management.
• Identify opportunities to improve tools, workflows, and delivery processes to scale the organization effectively.

Requirements

• 8–12+ years of experience in technical program management, customer success, or delivery leadership within IT hardware, infrastructure, or systems integration environments.
• 3+ years of experience managing and developing program, account or technical management teams.
• Strong understanding of hardware integration, validation testing, and enterprise infrastructure delivery.
• Proven ability to manage executive customer relationships and navigate complex stakeholder environments.
• Excellent leadership, communication, and organizational skills.
• Experience using program and customer management tools (e.g., Jira, Smartsheet, Salesforce).

Benefits

• Medical, Dental, and Vision Insurance
• 401(k)
• Paid company holidays
• Paid time off
• Paid parental and caregiver leave
• Plus more! See benefits https://www.aheadbenefits.com/ for additional details.