Piper Companies · 1 day ago
Customer Success Program Manager
Tysons Corner, VA
Full-time
Onsite
Senior Level
5+ years expPiper Companies is a leading global provider of RF cyber‑driven, non‑kinetic counter‑drone takeover technology. The Customer Success Program Manager will own end-to-end customer programs spanning onboarding, deployment, adoption, and long-term success across hardware, software, and services.
Management Consulting
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 hardware, software
Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and Operations
Identify dependencies, risks, and blockers early and resolve them proactively and Lead without direct authority, influencing outcomes through clarity, accountability, and collaboration
Translate customer operational and technical requirements into actionable internal execution plans and Coordinate and deliver customer training and enablement across multiple disciplines
Ensure customers are proficient in using solutions to meet their mission objectives and own the customer lifecycle from post-sale through renewal
Identify and support opportunities for expansion, upsell, and cross-sell based on customer value and outcomes and Proactively identify at-risk accounts and lead mitigation strategies
Own customer escalations end-to-end, including root cause analysis and corrective action planning and Balance urgency and structure in high-pressure, mission-critical environments
Serve as the voice of the customer internally and 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 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
Benefits
PTO
Paid holidays
401k
Additional perks
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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