Customer Success Program Manager

Piper Companies is seeking a Customer Success Program Manager to join a global counter-drone technology company based in McLean, VA
. The Customer Success Program Manager will lead and ensure customer success across complex, mission-critical implementations.
This position will be on-site in McLean, VA five days a week!

• Act as the primary point of contact and accountable owner for assigned customer programs.
• Create, maintain, and execute comprehensive program plans, including timelines, milestones, risk management, and stakeholder alignment.
• Cultivate long‑term, trusted relationships with operational, technical, and executive customer stakeholders.
• Oversee end‑to‑end onboarding and deployment workflows optimized for the organization’s full suite of products and services.
• Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and Operations.
• Identify dependencies, risks, and blockers early and resolve them proactively.
• Translate customer operational and technical requirements into actionable internal execution plans.
• Coordinate and deliver customer training and enablement across multiple disciplines.
• 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.

• 5+ years of experience in Customer Success, Technical Program Management, Project Management, or Account Management.
• Proven track record of managing complex programs with multiple stakeholders across both technical and operational domains.
• Demonstrated capability to operate independently in environments with evolving processes or limited structure.
• Experience supporting integrated hardware and software solutions.
• Strong communication skills with the ability to effectively engage and manage executive‑level stakeholders.
• Ability to translate complex technical concepts into clear operational outcomes.
• Exceptional organizational abilities and strong problem‑solving skills.
• Comfortable navigating ambiguity and driving alignment and clarity.
• Demonstrated bias toward ownership, accountability, and decisive action.
• Bachelor’s degree or equivalent practical experience.
• Preferred Qualifications:
  • Experience supporting law enforcement, defense, security, aviation, military, or government clients.
  • Familiarity with RF‑based systems, sensor technologies, or comparable technical environments.

• Salary Range: $155,000 - $165,000
• Comprehensive Benefits:
  Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays

This job opens for applications on [1.23.26]. Applications for this job will be accepted for at least 30 days from the posting date.

#LI-MR1 #LI-ON-SITE

• Program Management
• Technical Program Management
• Project Management
• Account Management
• Post‑Sale Customer Lifecycle
• Customer Onboarding
• Deployment Management
• Cross‑Functional Collaboration
• Stakeholder Management
• Executive Communication
• Relationship Building
• Operational Readiness
• Customer Adoption
• Technical Enablement
• Training & Customer Education
• Risk Identification
• Risk Mitigation
• Escalation Management
• Root Cause Analysis
• Corrective Action Planning
• Process Improvement
• Product Feedback
• Roadmap Influence
• Hardware Solutions
• Software Solutions
• Integrated Systems
• Mission‑Critical Environments
• Independent Execution
• Ambiguity Management
• Problem‑Solving
• Organizational Skills
• Ownership & Accountability
• Action‑Oriented
• Requirements Translation
• Technical‑to‑Operational Alignment
• Customer Health Monitoring
• Renewals
• Expansion & Upsell Opportunities
• Government Customers
• Defense & Security Sectors
• Law Enforcement Support
• Aviation Sector Support
• Military Support
• Sensor Technologies
• RF‑Based Systems
• Technical Environments