Customer Success Manager - Aerospace & Defense

RWS Group

7d•$70,000 - $90,000

About The Position

The Customer Success Manager (CSM) supports post‑sales activities for enterprise customers in Aerospace & Defense (A&D). This role partners with a Senior CSM to drive adoption, retention, and light expansion by executing customer health routines, coordinating cross‑functional actions, and assisting with modernization initiatives (S1000D/IPS, cloud, and digital sustainment). Ideal for candidates with strong customer-facing experience who are developing toward strategic, executive‑level engagement with customers. This individual will play a pivotal role in building and maintaining strong client relationships, managing and supporting client satisfaction, and revenue growth across a set of A&D accounts. About Contenta RWS Contenta is part of RWS’s content management platform focused on the Aerospace & Defence market. Contenta streamlines the content value chain to deliver the most accurate and up-to-date technical content possible. The Contenta suite is an industry-proven publishing solution for technical content creation, digital publishing and technical instruction viewing; all with optimized functionality for each step of the content publishing process and the S1000D document specification. For further information, please visit: https://www.rws.com/contenta/

Requirements

Proven experience working in a customer-facing capacity and managing technology accounts, relationships, and 3-5 years in a customer-facing role (Customer Success, Support, Services, or PMO) within enterprise software or complex B2B environments.
Working familiarity with S1000D concepts and CSDB workflows (training acceptable in lieu of deep experience).
Basic cloud literacy (Azure/AWS) and comfort operating in compliance-driven contexts (CMMC, least-privilege concepts).
Proficiency with Salesforce (or similar CRM), ServiceNow, and Atlassian (Jira/Confluence).
Strong written and verbal communication; able to translate technical topics into crisp, customer-ready summaries.
Detail orientation with disciplined follow-through on tasks, notes, and customer commitments.
Prior involvement in onboarding, enablement, or customer training.
Exceptional presentation and communication skills, including the ability to convey complex technical concepts in simple terms.
Proven ability to demonstrate and assist in troubleshooting complex systems.
Proven track record of meeting and exceeding personal goals and objectives.
US Citizenship required.

Nice To Haves

Experience and/or exposure to A&D programs, primes, or government stakeholders.
Experience with XPP or structured content/DITA/S1000D authoring ecosystems.

Responsibilities

Execute routine customer engagements (tactical check‑ins, case reviews, usage monitoring) and summarize risks/opportunities.
Maintain account health dashboards, success plans, and action logs; ensure data hygiene in CRM system.
Coordinate follow-ups for open issues with Support, Services, and Product; manage small, low-risk escalations.
Assist Senior CSMs during onboarding and upgrades: schedule sessions, track tasks and risks, and draft customer comms.
Support S1000D/CSDB workflows by documenting procedures and pulling status evidence (e.g., content baselines, modules, BREX impacts) under guidance.
Capture business outcomes and wins (time saved, issue trends reduced, authoring throughput) and feed into quarterly summaries.
Contribute baseline content for Quarterly Business Reviews (QBRs) and success storytelling, present sections as readiness builds.
Serve as the “voice of the customer” in weekly triage meetings, document feature requests, usability feedback, and priority bugs.
Partner with Renewals on early risk flags (adoption gaps, roadmap ambiguity, stakeholder turnover) and track mitigation steps.
Use playbooks to identify expansion signals (users/licenses, modules, training, XPP add-ons), route qualified signals to Sales.
Build simple ROI snippets (before/after workflow metrics) with templates; participate in enablement cycles.
Build foundational knowledge of S1000D, ATA iSpec2200, IPS, and MIL-SPEC concepts; track a personal learning plan.
Monitor A&D forums and summarize 2–3 actionable insights per quarter for the team.

Benefits

Amazing benefits! (Seriously!)
Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave.
401(k) Retirement plan with company match.
Company-wide agile work policy with flexible work arrangements.
Opportunities for training, professional development, and personal growth.
Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity.

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