Customer Success Program Manager

Customer Success Program Manager | Strategic Accounts & Programme Delivery | Remote NASA region Own the relationship. Lead the delivery. Drive customer success. Ocean Software is hiring a Customer Success Program Manager to lead strategic customer relationships and complex programme delivery across our NASA region, supporting mission-critical defence and aviation organisations. This is a fully remote role, offering the opportunity to work from anywhere within the NASA region while partnering with customers, stakeholders, and global teams. This is a highly visible role that combines Customer Success leadership with Program Management accountability, acting as the primary commercial, relationship, and delivery lead for some of Ocean's most strategic customer programmes. You'll be the trusted advisor, delivery integrator, and customer advocate responsible for ensuring customer outcomes, contractual commitments, and programme milestones are consistently achieved. What you'll own: Strategic customer relationships across key defence and aviation programmes Customer success outcomes, including adoption, retention, satisfaction, and programme success End-to-end programme governance, delivery coordination, and stakeholder management Executive-level customer engagement, governance reviews, and escalation management Contractual commitments, commercial alignment, renewals support, and growth opportunities RAID management, scope control, resource visibility, and delivery risk mitigation Cross-functional coordination across Customer Success, Solutions, Support, and Enablement teams Executive reporting, programme visibility, and customer confidence throughout the delivery lifecycle What we're looking for: 8+ years' experience in Customer Success, Strategic Account Management, Program Management, or similar customer-facing leadership roles Proven success managing complex enterprise, defence, government, or highly regulated customer environments Strong commercial and contractual management capability Experience balancing customer outcomes with programme delivery outcomes Executive stakeholder engagement and relationship management experience Demonstrated ability to manage multiple concurrent programmes and priorities Strong understanding of customer implementations, adoption, release management, and delivery governance A calm, structured, and highly accountable approach in fast-paced environments Why this role: Fully remote role within the NASA region Lead some of Ocean's most strategic customer programmes and relationships Be the single point of accountability for customer outcomes and programme success Partner with senior defence and aviation stakeholders in mission-critical environments Operate across customer success, commercial management, and programme delivery Influence regional performance while contributing to global customer success standards Join a growing international software company supporting organisations that make a real difference About Ocean Software For over 30 years, Ocean Software has been a trusted partner to defence forces and aviation organisations worldwide, delivering solutions that enhance training, streamline operations, and improve operational readiness. We exist to support the people behind critical missions, those who protect lives, ensure safety, and operate in highly regulated, high‑consequence environments. At Ocean, we don’t just deliver software. We deliver outcomes that matter. Our Values We own the outcome, taking responsibility for the decisions we make and the results we deliver. We create value by focusing on solutions that work in real-world, highly regulated environments. We empower others through clear direction, trust and strong technical leadership. We act with integrity, especially when security, safety and compliance matter most. And we nurture our brand by delivering work, we’re proud to stand behind every time. Inclusion and flexibility At Ocean we are committed to an inclusive and equitable workplace where different perspectives are valued and people feel respected, supported and able to do their best work. We believe strong teams are built through openness, fairness and inclusion, and we welcome all backgrounds, experiences and identities. How To Apply If you're a customer-focused leader who thrives in complex environments, enjoys building trusted relationships, and can drive successful delivery across multiple stakeholders, we'd love to hear from you. Click the ‘Apply’ button to be redirected to our recruitment platform or reach out for a confidential discussion. If Successful, applicants will be required to undergo pre-employment checks

Lead strategic customer relationships and complex programme delivery for mission-critical defence and aviation organisations. Act as the primary commercial and delivery lead to ensure contractual commitments and customer outcomes are achieved.

Requires 8+ years of experience in Customer Success or Program Management, specifically within highly regulated environments like defence or government. Must possess strong executive stakeholder engagement skills and a proven ability to manage multiple concurrent enterprise programmes.

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Success
• Strategic Account Management
• Program Management
• Stakeholder Management
• Contractual Management
• RAID Management
• Executive Engagement
• Delivery Governance
• Risk Mitigation
• Commercial Management
• Release Management
• Cross-functional Coordination

Expérience minimale

10+ ans