Senior Director – Customer Success

Role Overview

• Own the full customer lifecycle, with emphasis on revenue retention and expansion. This includes ensuring renewals, identifying upsell opportunities, and driving new license and service agreements.
• Act as a strategic partner to your customers, understanding their business outcomes and demonstrating how Wind River's products and services can help them achieve their goals.
• You'll be proactive in "walking the halls", identifying new business problems they may not realize they have and providing solutions.
• Be a revenue driver. Scout for new opportunities to expand Wind River’s footprint within existing accounts by deeply understanding customer initiatives and challenges as well as organizational and external impacts.
• Serve as a customer advocate and a strategic internal resource. Marshal cross-functional teams—including Engineering, Product Management, Professional Services, and Technical Support—to address customer needs and ensure they meet their project milestones and ROI objectives.
• Prevent churn by monitoring customer health, proactively addressing any concerns, and ensuring a positive, high-value customer experience.
• Develop customers into positive references, building "customers for life" who are willing to publicly and privately endorse Wind River.
• Maintain a detailed record of all customer interactions, sentiment, and opportunities in our customer intelligence platform to provide visibility across the organization.
• Serve as a key partner to Wind River Product and Sales teams with relevant learnings from our major customers that may impact product roadmaps and sales plans.

Requirements

• 10 years of customer-facing experience in a technical role at a software company with similar products and customers.
• At least 3 years of direct experience as a Customer Success Manager, Technical Account Manager, or a similar role involving license renewals and/or expansion.
• Demonstrated success in managing the full customer lifecycle, with a clear focus on driving revenue and growth within existing accounts.
• Strong technical background with in-depth knowledge of embedded, real-time operating systems such as VxWorks.
• Bonus to have specific experience with VxWorks and additional expertise in any of the following areas: Wind River Cloud Platform, VMware vSphere, and/or OpenStack environments
• Kubernetes or other container platforms
• eLxr / Enterprise Linux systems, tools, and the competitive landscape
• Wind River Linux or other embedded Linux platform
• Ability to navigate hybrid cloud architectures and advise on infrastructure optimization.
• Understanding of container lifecycle management, networking, and security in embedded or edge environments.
• Familiarity with Enterprise Linux distributions (e.g., Red Hat, SUSE, Ubuntu)
• Understanding of how embedded systems interface with cloud platforms, edge computing frameworks, and IoT architectures.
• Knowledge of secure boot, encryption, access control, and vulnerability management in embedded systems.
• Proven track record of supporting Global 2000 companies in the high-tech industry.
• Exceptional ability to communicate, build rapport, identify key account influencers, and foster positive business relationships at all levels, from technical teams to senior executives.
• Experience working with and providing oversight to broad cross-functional teams.
• Strong ownership, accountability, and organizational skills.
• Experience with playbooks, success plans, and health monitoring tools.
• A technical degree is preferred.
• Ability to travel up to 40%.

Tech Stack

• Cloud
• IoT
• Kubernetes
• Linux
• OpenStack
• VMware

Benefits

• Wellness Benefits through Unmind
• Named Top Workplace for the 8th year in a row
• Employees in this role are also eligible for the following benefits in accordance with the terms of the Company's plans.