Piper Companies · 4 hours ago
Customer Success Program Manager
McLean, VA
Full-time
Onsite
Senior Level
$155K/yr - $165K/yr
5+ years expPiper Companies is seeking a Customer Success Program Manager to join a global counter-drone technology company based in McLean, VA. The Customer Success Program Manager will lead and ensure customer success across complex, mission-critical implementations, acting as the primary point of contact for assigned customer programs and cultivating long-term relationships with stakeholders.
Management Consulting
Responsibilities
Act as the primary point of contact and accountable owner for assigned customer programs
Create, maintain, and execute comprehensive program plans, including timelines, milestones, risk management, and stakeholder alignment
Cultivate long‑term, trusted relationships with operational, technical, and executive customer stakeholders
Oversee end‑to‑end onboarding and deployment workflows optimized for the organization’s full suite of products and services
Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and Operations
Identify dependencies, risks, and blockers early and resolve them proactively
Translate customer operational and technical requirements into actionable internal execution plans
Coordinate and deliver customer training and enablement across multiple disciplines
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
Qualification
Required
5+ years of experience in Customer Success, Technical Program Management, Project Management, or Account Management
Proven track record of managing complex programs with multiple stakeholders across both technical and operational domains
Demonstrated capability to operate independently in environments with evolving processes or limited structure
Experience supporting integrated hardware and software solutions
Strong communication skills with the ability to effectively engage and manage executive‑level stakeholders
Ability to translate complex technical concepts into clear operational outcomes
Exceptional organizational abilities and strong problem‑solving skills
Comfortable navigating ambiguity and driving alignment and clarity
Demonstrated bias toward ownership, accountability, and decisive action
Bachelor's degree or equivalent practical experience
Preferred
Experience supporting law enforcement, defense, security, aviation, military, or government clients
Familiarity with RF‑based systems, sensor technologies, or comparable technical environments
Benefits
Medical
Dental
Vision
401K
PTO
Sick Leave if required by law
Holidays
Company
Piper Companies
At Piper, we obsess about the success of our customers and consultants.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Justin Jordan
Founder and Chairman
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