Program Manager improving operational health, processes, and reporting across Tailscale’s Engineering, Product, and Design teams. Building dashboards and driving execution at a fully distributed secure networking company.
About the role
- Customer Success Program Manager overseeing NASA customer relationships and strategic programs. Acting as primary contact for governance, customer outcomes, and program delivery.
Responsibilities
- **Customer Success & Strategic Account Ownership**Act as the primary relationship owner for assigned NASA customers and strategic programs.********Responsibilities include:**Customer Relationship Management****• 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.******Customer Success & Adoption****• 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.******Contract & Commercial Management****• 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.******Executive Stakeholder Management****• 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.****End-to-End Program Control & Accountability**- Own overall coordination, governance and successful delivery of all assigned customer programmes whilst maintaining direct accountability for customer relationships and contractual outcomes.
Requirements
- **Essential****• 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
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