RWS Group · 8 hours ago
Customer Success Manager - Aerospace & Defense
United States
Full-time
Remote
Mid Level
$70K/yr - $90K/yr
3+ years expRWS Group is a company focused on content management solutions for the Aerospace & Defense market. The Customer Success Manager will support post-sales activities, drive customer adoption and retention, and assist with modernization initiatives while building strong client relationships and managing client satisfaction.
ContentIntellectual PropertyTranslation Service
No H1B
U.S. Citizen Only
Responsibilities
Execute routine customer engagements (tactical check‑ins, case reviews, usage monitoring) and summarize risks/opportunities
Maintain account health dashboards, success plans, and action logs; ensure data hygiene in CRM system
Coordinate follow-ups for open issues with Support, Services, and Product; manage small, low-risk escalations
Assist Senior CSMs during onboarding and upgrades: schedule sessions, track tasks and risks, and draft customer comms
Support S1000D/CSDB workflows by documenting procedures and pulling status evidence (e.g., content baselines, modules, BREX impacts) under guidance
Capture business outcomes and wins (time saved, issue trends reduced, authoring throughput) and feed into quarterly summaries
Contribute baseline content for Quarterly Business Reviews (QBRs) and success storytelling, present sections as readiness builds
Serve as the “voice of the customer” in weekly triage meetings, document feature requests, usability feedback, and priority bugs
Partner with Renewals on early risk flags (adoption gaps, roadmap ambiguity, stakeholder turnover) and track mitigation steps
Use playbooks to identify expansion signals (users/licenses, modules, training, XPP add-ons), route qualified signals to Sales
Build simple ROI snippets (before/after workflow metrics) with templates; participate in enablement cycles
Build foundational knowledge of S1000D, ATA iSpec2200, IPS, and MIL-SPEC concepts; track a personal learning plan
Monitor A&D forums and summarize 2–3 actionable insights per quarter for the team
Qualification
Required
Proven experience working in a customer-facing capacity and managing technology accounts, relationships, and 3-5 years in a customer-facing role (Customer Success, Support, Services, or PMO) within enterprise software or complex B2B environments
Working familiarity with S1000D concepts and CSDB workflows (training acceptable in lieu of deep experience)
Basic cloud literacy (Azure/AWS) and comfort operating in compliance-driven contexts (CMMC, least-privilege concepts)
Proficiency with Salesforce (or similar CRM), ServiceNow, and Atlassian (Jira/Confluence)
Strong written and verbal communication; able to translate technical topics into crisp, customer-ready summaries
Detail orientation with disciplined follow-through on tasks, notes, and customer commitments
Prior involvement in onboarding, enablement, or customer training
Exceptional presentation and communication skills, including the ability to convey complex technical concepts in simple terms
Proven ability to demonstrate and assist in troubleshooting complex systems
Proven track record of meeting and exceeding personal goals and objectives
Experience and/or exposure to A&D programs, primes, or government stakeholders
Experience with XPP or structured content/DITA/S1000D authoring ecosystems
US Citizenship required
Travel required (10% – 20%)
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.
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
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