Location: McLean, VA (U.S. Office)
Experience Level: Mid-Senior (5+ Years)
About the Role
D-Fend Solutions is seeking a senior, multidisciplinary Customer Success Program Manager to own and drive customer success across complex, mission-critical deployments. This role is intentionally designed to go beyond a traditional Customer Success Manager position.
As a Customer Success Program Manager, you 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.
This role is not suited for candidates who require highly prescriptive processes or narrowly defined responsibilities. Success in this position requires comfort operating autonomously, managing complexity, and serving as the primary success owner for mission-critical customer programs.
Key Responsibilities:
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 D-Fend’s hardware, software, and servicesCoordinate cross-functional teams to ensure customers achieve operational readiness and successful adoptionEnsure customer expectations are clearly set, managed, and met throughout the engagementDrive execution across Product, Engineering, Technical Support, Field Services, Sales, and OperationsIdentify dependencies, risks, and blockers early and resolve them proactivelyLead without direct authority, influencing outcomes through clarity, accountability, and collaborationTranslate customer operational and technical requirements into actionable internal execution plansCoordinate and deliver customer training and enablement across multiple disciplinesEnsure customers are proficient in using D-Fend solutions to meet their mission objectivesOwn the customer lifecycle from post-sale through renewalMonitor customer health, adoption, and satisfaction indicatorsIdentify and support opportunities for expansion, upsell, and cross-sell based on customer value and outcomesProactively identify at-risk accounts and lead mitigation strategiesOwn customer escalations end-to-end, including root cause analysis and corrective action planningBalance urgency and structure in high-pressure, mission-critical environmentsServe as the voice of the customer internallyProvide structured feedback to Product and Engineering to inform roadmap, enhancements, and service improvementsContribute to the evolution of Customer Success processes, tools, and best practices
Qualifications - Required Experience:
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 solutions
Bachelor’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 clarityBias toward ownership, accountability, and action
Qualifications - Preferred Experience:
Background working with law enforcement, defense, security, aviation, military, or government customers
Familiarity with RF-based systems, sensor technologies, or similar technical environments
Travel & Physical Requirements:
Ability to work in the McLean, VA office (this is an in-office position)Ability to travel domestically and internationally (estimated 50–75%, depending on project phase)Ability to lift and move equipment up to 50 lbs during installations and on-site activities
