Manager of Customer Success

AHEAD•Libertyville, IL

20d•$160,000 - $180,000

About The Position

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. The Manager of Customer Success leads a team of Technical Program Managers (TPMs) responsible for delivering complex IT hardware integration programs for enterprise customers. This role owns the overall customer experience, delivery excellence, and long-term customer outcomes across multiple programs and accounts. As part of our Foundry integration team, youâll provide strategic direction, coaching, and operational leadership to ensure programs are executed with high quality, predictability, and customer satisfaction. Youâll act as a senior escalation point for customers and internal stakeholders, while driving continuous improvement across delivery processes and team performance. This role blends people leadership, customer advocacy, and operational rigor in a fast-paced, highly technical environment.

Requirements

8â12+ years of experience in technical program management, customer success, or delivery leadership within IT hardware, infrastructure, or systems integration environments.
3+ years of experience managing and developing program, account or technical management teams.
Strong understanding of hardware integration, validation testing, and enterprise infrastructure delivery.
Proven ability to manage executive customer relationships and navigate complex stakeholder environments.
Excellent leadership, communication, and organizational skills.
Experience using program and customer management tools (e.g., Jira, Smartsheet, Salesforce).

Nice To Haves

PMP, Agile, or customer successârelated certification.
Experience supporting data center, cloud, or hybrid infrastructure deployments.
Familiarity with hardware lifecycle management (NPI, configuration control, change management).
Experience scaling customer-facing teams in high-growth or fast-paced environments.

Responsibilities

Lead, coach, and develop a team of Technical Program Managers, fostering high performance, accountability, and career growth.
Set clear expectations, goals, and success metrics for TPMs aligned to customer success and business objectives.
Conduct regular 1:1s, performance reviews, and provide ongoing feedback and mentorship.
Own executive-level relationships with key customers, ensuring alignment on objectives, delivery timelines, and success criteria.
Serve as an escalation point for customer issues, risks, or delivery challenges, driving timely resolution.
Partner with Sales, Account Management, and technical teams to support ongoing projects, and long-term customer value.
Provide oversight across multiple hardware integration programs, ensuring consistency in execution, communication, and quality.
Guide TPMs in managing scope, timelines, dependencies, and risks across server, storage, networking, and infrastructure solutions.
Ensure programs are delivered on time, within scope, and aligned to customer expectations.
Drive alignment across engineering, supply chain, warehouse, production, quality, and operations teams.
Collaborate with senior leaders to resolve resourcing constraints, priority conflicts, and systemic delivery issues.
Strengthen partnerships with vendors, OEMs, and service providers as needed to support customer outcomes.
Define and track customer success metrics, delivery of KPIs, and team performance indicators.
Standardize best practices for program management, customer communication, and risk management.
Identify opportunities to improve tools, workflows, and delivery processes to scale the organization effectively.