Senior Program Manager - Customer Success Operations

ECS Tech Inc • Fairfax, VA

1d • Onsite

About The Position

Everforth ECS is seeking a Senior Program Manager - Customer Success Operations to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. This position is contingent upon contract award. The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI-First strategy introduced in early 2026. The WDP separates business and financial data from operational warfighting data, aiming to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts. The Senior Program Manager – Customer Success Operations serves as the senior architect and governing authority for WDP Core Integration's Customer Success Operations program, responsible for translating Performance Work Statement requirements into an integrated, measurable, and continuously improving customer success framework across all classification tiers. This role drives enterprise stakeholder engagement, service adoption, and mission alignment by developing strategic plans, metrics frameworks, and cross-functional coordination mechanisms that ensure WDP delivers sustained value to its diverse base of DoW, interagency, and coalition mission partners.

Requirements

• Current Secret security clearance.
• A minimum of 10 years of experience in program management, customer success management, or a closely related discipline within a federal, defense, or government contracting environment, with demonstrated senior-level expertise leading multi-stakeholder customer operations programs across complex, mission-critical government platforms.
• Demonstrated experience developing and governing formal Customer Success Operations Plans, Stakeholder Management Plans, or analogous strategic program documents for large-scale federal IT or data platform programs, including the establishment of iterative review cycles, stakeholder engagement frameworks, and cross-domain execution annexes aligned to Performance Work Statement requirements.
• Proven ability to design and operate customer relationship management metrics frameworks — including service adoption tracking, outreach effectiveness analysis, stakeholder sentiment measurement, and customer satisfaction reporting — and translate analytics outputs into actionable program improvements and executive decision artifacts.
• Experience coordinating customer success or stakeholder engagement activities across a diverse portfolio of federal mission partners, including DoW operational commands, Joint Staff directorates, Senior Executive Service leadership, interagency organizations, and non-governmental partners, with the ability to tailor engagement strategies and communications products to each audience's operational context and mission priorities.
• Demonstrated ability to produce senior-level briefs, dashboards, strategic communications products, and program governance artifacts that effectively communicate complex program performance data and capability narratives to government leadership and diverse stakeholder audiences.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Responsibilities

• Develops and governs the War Data Platform (WDP) Core Integration Customer Success Operations Plan by capturing all Performance Work Statement requirements and aligning objectives across Unclassified, Secret, and Top Secret domains operating on NIPRNet, SIPRNet, and JWICS to support Combatant Commands, Joint Staff elements, Senior Executive Service leaders, and interagency mission partners.
• Drafts the initial Customer Success Operations Plan describing each subtask and its operational objectives, with annexes detailing domain-specific execution methods that satisfy WDP Core Integration customer needs.
• Establishes an iterative Customer Success Operations Plan review cycle in accordance with government direction to maintain flexibility, traceability, and responsiveness across multi-classification environments.
• Leads development of an enterprise Stakeholder Management Plan by defining cradle-to-grave engagement workflows, operational touchpoints, and communication strategies for current and emerging WDP Core Integration services.
• Builds metrics frameworks and analytic parameters supporting Customer Relationship Management efforts to monitor stakeholder participation, outreach effectiveness, service adoption, and customer sentiment.
• Coordinates with platform, data, artificial intelligence, cybersecurity, and system operations teams to synchronize stakeholder engagement activities across DoW organizations, the Department of Homeland Security, and non-governmental mission partners.
• Develops a strategic engagement plan that documents recurring outreach cycles, technical demonstrations, messaging themes, and mission-aligned communication artifacts to expand awareness of WDP Core Integration capabilities.
• Produces briefs, reports, dashboards, and decision artifacts that strengthen enterprise alignment, increase customer adoption, and advance WDP Core Integration program value.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed