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 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 D-Fend’s hardware, software, and services
Coordinate cross-functional teams to ensure customers achieve operational readiness and successful adoption
Ensure customer expectations are clearly set, managed, and met throughout the engagement
Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and Operations
Identify dependencies, risks, and blockers early and resolve them proactively
Lead without direct authority, influencing outcomes through clarity, accountability, and collaboration
Translate customer operational and technical requirements into actionable internal execution plans
Coordinate and deliver customer training and enablement across multiple disciplines
Ensure customers are proficient in using D-Fend solutions to meet their mission objectives
Own the customer lifecycle from post-sale through renewal
Monitor customer health, adoption, and satisfaction indicators
Identify and support opportunities for expansion, upsell, and cross-sell based on customer value and outcomes
Proactively identify at-risk accounts and lead mitigation strategies
Own customer escalations end-to-end, including root cause analysis and corrective action planning
Balance urgency and structure in high-pressure, mission-critical environments
Serve as the voice of the customer internally
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
Qualifications - Required Experience:
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
Bias 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
