Senior Customer Success Manager - Aerospace & Defense

RWS Group is focused on digital sustainment in the Aerospace & Defense sector, seeking a Senior Customer Success Manager to act as a trusted advisor to strategic accounts. The role involves guiding customers through modernization initiatives, ensuring successful implementations, and maximizing the value of RWS solutions.

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
• Travel required (10% – 20%) for customer engagement, industry events, and strategic reviews