Customer Success Program Manager NASA

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.

Operating Model & Role Boundaries
Function | Accountability

• Customer Success Program Manager (this role) - Customer ownership, account management, program governance, delivery coordination, commercial alignment, customer satisfaction
• Customer Solutions Managers / Solutions Experts - Solution design, configuration, implementation execution
• Customer Application Support - Service desk support, incident resolution
• Head of Customer Success - Global customer success framework and PMO standards

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

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

Capabilities
• Operates with clear regional accountability, while aligning to global standards
• Balances customer delivery, commercial outcomes, and operational constraints
• Drives outcomes through influence (matrix environment)
• Strong ownership mindset — does not rely on central PMO to intervene
• Structured, calm, and decisive under pressure
• Proactively identifies risks and drives resolution
• Builds credibility with both customers and internal stakeholders
• High attention to detail across multiple active programs
• Drives accountability across teams without direct ownership of execution resources

Travel Requirement
Occasional regional and international travel required to:
• Support key customer programs
• Align with global teams
• Participate in strategic delivery initiatives 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.
• Provide full visibility across
• Project milestones and deliverables
• Dependencies across teams
• Customer commitments and timelines

Ensure all programs

• Have defined scope, milestones, ownership
• Align to SoW and commercial agreements
• Deliver in line with agreed plans and contractual scope

Milestone & Deliverable Control
Establish and maintain integrated project plans across all workstreams
Ensure every deliverable has:

• Clear ownership (assigned to the relevant function)
• Defined timelines and outputs
• Track progress against milestones and hold teams accountable for delivery

Revenue & Commercial Alignment
Track delivery against:

• Revenue recognition milestones
• ARR activation
• Highlight risks to revenue realisation
• Support forecasting and planning cycles

RAID Management & Escalation

• Maintain active RAID (Risks, Assumptions, Issues, Dependencies) management across all programs
• Identify, track, and escalate:
• Delivery risks
• Cross-functional dependencies
• Programme blockers
• Drive timely resolution through appropriate functional owners

Scope & Change Control

• 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
• Commercially aligned

Cross-Functional Delivery Orchestration
Coordinate execution across:

• Customer Solutions (implementation & configuration)
• Customer Success Managers (account ownership, retention, growth)
• Customer Support (service desk & incident resolution)
• Field Enablement Specialists (training & on-site support)

Ensure seamless handoffs between:

• Sales → Solutions
• Solutions → Success

Resolve gaps, duplication, or misalignment across teams

Customer Delivery Confidence
• Provide customers with clear delivery plans, programme visibility and strategic guidance whilst acting as the primary relationship owner for programme execution and business outcomes.

Resource & Capacity Visibility & Coordination
• 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

Governance & Global Alignment
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

Reporting & Executive Visibility
Provide structured reporting to:

• Regional GM
• Head of Customer Success

Deliver clear insights on:

• Portfolio health
• Delivery risks and issues
• Milestone performance
• Revenue timing impacts

Continuous Improvement
• Identify recurring delivery issues and systemic risks
Drive improvements in:

• Delivery processes
• Coordination effectiveness
• Cross-functional execution
• Contribute to evolving global delivery standards and practices

General
• 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.

KPIs / Success Measures
Customer Success
• Customer satisfaction and relationship health
• Contractual compliance and delivery performance
• Customer retention of assigned accounts
• Successful completion of strategic programs
• Adoption and utilisation outcomes
• Executive stakeholder satisfaction
• Reduction in customer escalations
• Successful transition of NFTC and CFTS programs through to completion

Program Management
• On-time / on-scope delivery across regional program portfolio
• Forecast vs actual revenue realisation
• Customer confidence and satisfaction during delivery
• Resource utilisation and delivery efficiency
• Reduction in delivery risk and escalations
• Successful customer adoption post-release