Senior Customer Success Manager

Join RWS as a Senior Customer Success Manager and help shape the future of digital sustainment in Aerospace & Defense. In this high-impact role, you will act as a trusted advisor to strategic accounts, guiding them through modernization initiatives such as S1000D migration, IPS, cloud adoption, and AI/RAG strategies. You will build strong executive relationships, ensure successful implementations, and maximize the value of RWS solutions.

About Contenta

 
For further information, please visit: https://www.rws.com/contenta/

Key Responsibilities

• Manage and grow all post-sales activities for enterprise customers, driving adoption, retention, and expansion through strategic relationship-building and execution.
• Maintain deep knowledge of RWS Contenta solutions and modernization pathways, including latest standards (S1000D, ATA, MIL-SPEC) and initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies.
• Serve as a trusted advisor to customer stakeholders and executive sponsors, ensuring implementations deliver on business cases and modernization strategies for maximum ROI.
• Represent RWS at customer-sponsored events and industry forums (AIA, S1000D, S-Series user groups), positioning the company as a thought leader in digital sustainment and technical publishing.
• Develop and execute account success plans, including change management, growth strategies, and adoption programs in partnership with Sales, Renewals, Product Management, and Services.
• Provide guidance and enablement on S1000D principles and best practices, supporting customer teams in achieving compliance and modernization goals.
• Increase customer retention and satisfaction through proactive engagement: regular tactical check-ins, quarterly health assessments, and strategic business reviews.
• Identify and mitigate churn risk early, ensuring ARR retention and long-term account stability.
• Act as the voice of the customer internally, advocating for enhancements and resolving escalations with urgency and accountability.
• Drive strategic influence across complex accounts, working across, up, and down organizational hierarchies to strengthen relationships and uncover growth opportunities.

Skills & Experience

• Proven experience in a customer-facing role, managing enterprise technology accounts, relationships, and complex projects.
• Deep understanding of technical content workflows and latest standards (S1000D, ATA, MIL-SPEC) with exposure to modernization initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies.
• Demonstrated ability to achieve trusted advisor status, guiding customers through modernization roadmaps and influencing decision-makers across engineering, logistics, and leadership teams.
• Aerospace or Defense industry experience is essential, with familiarity with government programs, prime contractors, or major integrators.
• Leadership in driving adoption and success for enterprise software solutions, including coordinating cross-functional teams (Solutions Consulting, Product, Services) to ensure customer outcomes.
• Exceptional communication and storytelling skills, capable of translating complex technical concepts into clear, actionable insights for diverse stakeholders.
• Strong problem-solving and troubleshooting capabilities, with a proactive approach to resolving technical challenges and optimizing workflows.
• Proven track record of meeting and exceeding customer success metrics, including retention, expansion, and satisfaction goals.
• Ability to navigate long-cycle, multi-stakeholder environments, ensuring disciplined engagement and strategic account growth.
• US citizenship required
• Travel required (10% – 20%) for customer engagement, industry events, and strategic reviews.

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. 

Base Pay

$100,000 - $125,000 / year 

Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made. 

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.