Customer Success Program Manager

Piper Companies is seeking a Customer Success Program Manager to join a leading global provider of RF cyber‑driven, non‑kinetic counter‑drone takeover technology, designed to protect sensitive environments from rogue drone threats. 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. You will operate as the primary customer owner while coordinating execution across Product, Engineering, Support, Field Services, Sales, and Operations. This role is ideal for a highly independent professional who thrives in early-stage or evolving environments, is comfortable building structure where processes are still developing, and can lead complex initiatives without direct authority.Responsibilities of the Customer Success Program Manager:Serve as the primary point of contact and accountable owner for assigned customer programsDevelop and manage end-to-end program plans, including timelines, milestones, risks, and stakeholder alignmentBuild long-term, trusted relationships with operational, technical, and executive customer stakeholdersLead structured onboarding and deployment processes tailored to hardware, software, Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and OperationsIdentify dependencies, risks, and blockers early and resolve them proactively and Lead without direct authority, influencing outcomes through clarity, accountability, and collaborationTranslate customer operational and technical requirements into actionable internal execution plans and Coordinate and deliver customer training and enablement across multiple disciplinesEnsure customers are proficient in using solutions to meet their mission objectives and own the customer lifecycle from post-sale through renewalIdentify and support opportunities for expansion, upsell, and cross-sell based on customer value and outcomes and Proactively identify at-risk accounts and lead mitigation strategiesOwn customer escalations end-to-end, including root cause analysis and corrective action planning and Balance urgency and structure in high-pressure, mission-critical environmentsServe as the voice of the customer internally and provide structured feedback to Product and Engineering to inform roadmap, enhancements, and service improvementsContribute to the evolution of Customer Success processes, tools, and best practicesQualifications of the Customer Success Program Manager:5+ years of experience in Customer Success, Technical Program Management, Project Management, or Account ManagementProven ability to manage complex, multi-stakeholder programs involving both technical and operational componentsDemonstrated ability to work independently in environments with evolving or limited process maturityExperience supporting hardware and software solutionsBachelor’s degree or equivalent practical experienceStrong communication and executive-level stakeholder management skillsAbility to translate technical complexity into operational outcomesExceptional organizational and problem-solving skillsComfortable managing ambiguity and driving clarityCompensation of the Customer Success Program Manager:*Depending on Experience*Full benefits (PTO, Paid holidays, 401k, and additional perks)Keywords: #LI-RL1 #LI-Onsite Customer Success, Program Management, Customer Programs, End-to-End Program Ownership, Customer Onboarding, Customer Deployment, Customer Adoption, Customer Success Lifecycle, Hardware Deployment, Software Deployment, Services Delivery, Cross-Functional Leadership, Product Collaboration, Engineering Coordination, Technical Support Coordination, Field Services Coordination, Sales Collaboration, Operations Coordination, Stakeholder Alignment, Executive Stakeholder Management, Customer Relationship Management, Trusted Advisor, Program Planning, Timelines Management, Milestones Management, Risk Identification, Risk Mitigation, Blocker Resolution, Influencing Without Authority, Complex Program Leadership, Technical Requirements Translation, Operational Requirements Translation, Customer Training, Customer Enablement, Mission-Critical Environments, High-Pressure Environments, Escalation Management, Root Cause Analysis, Corrective Action Planning, Voice of the Customer, Process Improvement, Customer Success Processes, Customer Success Tools, Best Practices Development, Expansion Opportunities, Upsell, Cross-Sell, At-Risk Account Management, Account Recovery Strategies, Hardware Support, Software Support, Technical Communication, Organizational Skills, Problem-Solving, Managing Ambiguity, Driving Clarity, Independent Work, Early-Stage Environment, Evolving Environment, Customer Value, Customer Outcomes, Bachelor’s Degree, RF Cyber Technology, Counter-Drone Technology, Drone Detection, Drone Mitigation, Rogue Drone Defense, Anti-Drone Solutions, UAV Threat Mitigation, Drone Security, Drone Takeover Technology, Non-Kinetic Drone Defense, Drone Systems, Airspace Security, Autonomous Drone Control, Drone Safety, Drone Operations Support