RWS Group · 4 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
$100K/yr - $125K/yrRWS Group is a leader in content management solutions focused on the Aerospace & Defense market. The Senior Customer Success Manager will act as a trusted advisor to strategic accounts, guiding them through modernization initiatives and ensuring successful implementations of RWS solutions.
ContentIntellectual PropertyTranslation Service
No H1B
U.S. Citizen Only
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
Qualification
Required
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
Benefits
Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave.
401(k) Retirement plan with company match.
Company-wide agile work policy with flexible work arrangements.
Opportunities for training, professional development, and personal growth.
Company
RWS Group
RWS is a global AI solutions company empowering the world’s most trusted enterprise AI.
Founded in 1958
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2003-11-11IPO
Leadership Team
Benjamin Faes
Chief Executive Officer
Candida Davies
Chief Financial Officer
Recent News
2026-01-16
2025-12-17
2025-12-08
Company data provided by crunchbase