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