Manager of Customer Success

AHEAD builds platforms for digital business and is seeking a Manager of Customer Success to lead a team of Technical Program Managers. This role is responsible for delivering complex IT hardware integration programs, ensuring customer satisfaction, and driving continuous improvement across delivery processes.

Responsibilities:

• 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)
• PMP, Agile, or customer success–related certification
• Experience supporting data center, cloud, or hybrid infrastructure deployments
• Familiarity with hardware lifecycle management (NPI, configuration control, change management)
• Experience scaling customer-facing teams in high-growth or fast-paced environments