Customer Success Manager

About Us

Kägwerks designs and develops rugged, tactical operator-worn communications technologies that enable unmatched connectivity and integrated secure networking for the individual war fighter.

We strive to increase the survivability and lethality of the war fighter on the battlefield. We do so by providing unmatched integrated tactical communications solutions that help further our national security objectives.

As part of the Kägwerks Mission Solutions team, the Customer Success Manager is responsible for ensuring an outstanding customer experience across all end-user interactions with Kägwerks. This role owns the coordination, quality, and consistency of customer support, service delivery, and ongoing engagement following system delivery.

The Customer Success Manager leads post-sales technical workflows including support triage, issue resolution, RMAs, training coordination, and onsite service delivery. While this is not a hands-on engineering role, technical aptitude and prior experience in delivery or support functions are highly beneficial. Success in this role depends on strong internal processes, effective cross-team coordination, and a relentless focus on positive customer experience and delivery outcomes.

• Own the post-sales customer experience, ensuring timely, effective, and positive engagement across all support and service interactions
• Manage Tier-1 and Tier-2 technical support workflows, including issue triage, escalation, and resolution tracking
• Lead and coordinate Professional Services Engineers, assigning work, prioritising customer needs, and ensuring delivery quality
• Develop and refine post-sales support and service processes to improve efficiency, consistency, and customer satisfaction
• Serve as the primary interface between customers, Professional Services, Engineering, and Solutions Engineering for post-sales activities
• Capture customer feedback, recurring issues, and delivery insights to inform internal teams and drive continuous improvement
• Support the evolution of customer success and professional services into scalable, revenue-generating offerings

You have experience in customer success, technical support management, or service delivery roles, with strong organisational skills and the ability to coordinate across multiple stakeholders. You are comfortable managing technical support workflows and engaging with customers in operational or mission-critical environments, with a strong customer‑centric mindset and clear communication style.

You have a general understanding of integrated technical systems and support processes, with the ability to assess issues and route them effectively to the appropriate engineering resources.

This position is based in Ashburn, VA and requires occasional interstate travel, primarily in support of customer engagements and service delivery.

U.S. citizenship is required and the successful candidate must be able to obtain and maintain a U.S. Secret security clearance.

Our culture is supportive and collaborative. You will be part of a multidisciplinary team where we share our ideas and innovation is strongly encouraged. We are looking for someone with genuine passion and a can‑do attitude. Our staff receive 15 days accrued paid time off per year, 10 Federal holidays, an opportunity to join our sponsored health plan, a generous 401k plan with immediate vesting and a matching employer contribution, an Employee Assistance Program, and more.

Additionally, we offer flexible core working hours and we take a personal approach to training and development.

Interested in a career with us?

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