Loading...
ManagerFull-timeRustGo
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
D-Fend Solutions is seeking a multidisciplinary Customer Success Program Manager to own and drive customer success across complex, mission-critical deployments. This role goes beyond traditional Customer Success Manager positions, focusing on end-to-end customer programs spanning onboarding, deployment, adoption, and long-term success.
Key Responsibilities
- →Serve as the primary point of contact and accountable owner for assigned customer programs
- →Develop and manage end-to-end program plans, including timelines, milestones, risks, and stakeholder alignment
- →Build long-term, trusted relationships with operational, technical, and executive customer stakeholders
- →Lead structured onboarding and deployment processes tailored to D-Fend’s hardware, software, and services
- →Coordinate cross-functional teams to ensure customers achieve operational readiness and successful adoption
- →Ensure customer expectations are clearly set, managed, and met throughout the engagement
- →Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and Operations
- →Identify dependencies, risks, and blockers early and resolve them proactively
- →Lead without direct authority, influencing outcomes through clarity, accountability, and collaboration
- →Translate customer operational and technical requirements into actionable internal execution plans
- →Coordinate and deliver customer training and enablement across multiple disciplines
- →Ensure customers are proficient in using D-Fend solutions to meet their mission objectives
- →Own the customer lifecycle from post-sale through renewal
- →Monitor customer health, adoption, and satisfaction indicators
- →Identify and support opportunities for expansion, upsell, and cross-sell based on customer value and outcomes
- →Proactively identify at-risk accounts and lead mitigation strategies
- →Own customer escalations end-to-end, including root cause analysis and corrective action planning
- →Balance urgency and structure in high-pressure, mission-critical environments
- →Serve as the voice of the customer internally
- →Provide structured feedback to Product and Engineering to inform roadmap, enhancements, and service improvements
- →Contribute to the evolution of Customer Success processes, tools, and best practices
Requirements
- ✓5+ years of experience in Customer Success, Technical Program Management, Project Management, or Account Management
- ✓Proven ability to manage complex, multi-stakeholder programs involving both technical and operational components
- ✓Demonstrated ability to work independently in environments with evolving or limited process maturity
- ✓Experience supporting hardware and software solutions
- ✓Bachelor’s degree or equivalent practical experience
- ✓Strong communication and executive-level stakeholder management skills
- ✓Ability to translate technical complexity into operational outcomes
- ✓Exceptional organizational and problem-solving skills
- ✓Comfortable managing ambiguity and driving clarity
- ✓Bias toward ownership, accountability, and action
