Customer Success Program Manager NASA

Ocean Software Pty Ltd•,

1d•Remote

About The Position

The Customer Success Program Manager is responsible for both customer relationship management and end-to-end delivery governance for strategic customer programs within the NASA region. The role combines Customer Success Management (CSM) accountability with Program Management accountability, acting as the primary commercial, relationship and delivery lead for assigned customers and programmes. The incumbent will own customer success outcomes, contractual relationships, stakeholder engagement, renewals support, adoption and retention activities, whilst simultaneously governing the successful delivery of complex implementation, enhancement and operational programmes. Unlike other regions, the NASA operating model requires a single point of accountability due to the strategic importance, complexity and scale of key customer programmes, including SkyAlyne (FAcT), RCAF (ULTOOL), NFTC and CFTS. The role serves as the trusted customer representative and delivery integrator, ensuring contractual commitments, customer outcomes and programme deliverables are consistently achieved. Initially reporting to the Head of Customer Success (global customer success and PMO standards), the role provides both customer leadership and programme governance within the NASA region.

Requirements

8–10+ years' experience in Customer Success, Strategic Account Management, Program Management or equivalent customer-facing leadership roles.
Proven experience managing complex enterprise or government customer relationships.
Experience operating within long-term contractual program environments.
Strong commercial and contractual management capability.
Demonstrated ability to manage both customer outcomes and delivery outcomes simultaneously.
Experience engaging executive stakeholders within Defence, Government or highly regulated industries.
Proven track record managing multiple concurrent projects end-to-end.
Experience operating in regional delivery roles within global organisations.
Strong understanding of SDLC, Release management, Customer implementation and adoption.
Commercial acumen: Revenue timing, Delivery margin and cost-to-serve.
Strong stakeholder management, including executive-level engagement.
Highly organised, able to prioritise in a multi-project, fast-moving environment.

Nice To Haves

Defence
Aviation
Maritime
Emergency Services
Exposure to regulated or mission-critical environments

Responsibilities

Act as the primary relationship owner for assigned NASA customers and strategic programs.
Establish trusted adviser relationships with key customer stakeholders.
Act as the primary customer contact across all operational and strategic matters.
Facilitate regular governance meetings, business reviews and programme updates.
Maintain strong customer engagement and satisfaction.
Understand customer objectives and operational requirements.
Drive solution adoption and utilisation.
Identify opportunities to improve customer outcomes and program performance.
Partner with technical teams to ensure successful operational outcomes.
Maintain understanding of customer contractual obligations and deliverables.
Monitor contractual commitments and customer obligations.
Identify and manage commercial risks.
Support renewals, extensions and future growth opportunities.
Ensure customer expectations remain aligned to contracted scope.
Build and maintain relationships with senior customer stakeholders.
Prepare and present executive reporting and programme status updates.
Manage issue escalation through customer governance structures.
Represent Ocean in strategic programme discussions.
Own overall coordination, governance and successful delivery of all assigned customer programmes whilst maintaining direct accountability for customer relationships and contractual outcomes.
Provide full visibility across project milestones and deliverables, dependencies across teams, and customer commitments and timelines.
Ensure all programs have defined scope, milestones, ownership, align to SoW and commercial agreements, and deliver in line with agreed plans and contractual scope.
Establish and maintain integrated project plans across all workstreams.
Ensure every deliverable has clear ownership (assigned to the relevant function), defined timelines and outputs, and track progress against milestones and hold teams accountable for delivery.
Track delivery against revenue recognition milestones, ARR activation, highlight risks to revenue realisation, and support forecasting and planning cycles.
Maintain active RAID (Risks, Assumptions, Issues, Dependencies) management across all programs.
Identify, track, and escalate delivery risks, cross-functional dependencies, and programme blockers.
Drive timely resolution through appropriate functional owners.
Govern delivery against agreed Statement of Work (SoW) and contractual commitments.
Manage all changes in scope, including impact on timeline, resources, and delivery outcomes.
Ensure changes are clearly defined, approved by stakeholders, and commercially aligned.
Coordinate execution across Customer Solutions (implementation & configuration), Customer Success Managers (account ownership, retention, growth), Customer Support (service desk & incident resolution), and Field Enablement Specialists (training & on-site support).
Ensure seamless handoffs between Sales → Solutions and Solutions → Success.
Resolve gaps, duplication, or misalignment across teams.
Provide customers with clear delivery plans, programme visibility and strategic guidance whilst acting as the primary relationship owner for programme execution and business outcomes.
Provide visibility of regional delivery capacity and resource utilisation.
Identify constraints or bottlenecks impacting delivery timelines.
Work with functional leads to optimise allocation and sequencing of work.
Apply and operate within global PMO standards defined by Head of Customer Success.
Ensure consistent use of delivery frameworks, tools and reporting standards.
Provide feedback to HQ to improve global program management practices.
Provide structured reporting to Regional GM and Head of Customer Success.
Deliver clear insights on portfolio health, delivery risks and issues, milestone performance, and revenue timing impacts.
Identify recurring delivery issues and systemic risks.
Drive improvements in delivery processes, coordination effectiveness, and cross-functional execution.
Contribute to evolving global delivery standards and practices.
Comply with Ocean’s Code of Conduct and Company Values: O – OWN the outcome, C – CREATE value, E – EMPOWER others, A – ACT with integrity, N – NURTURE our brand.
Adhere to Health & Safety, Quality, and Information Security policies.
Collaborate cross-functionally to meet customer needs and continuously improve delivery performance.