Customer Success Manager, Army

About the role

Performance Drone Works (PDW) is building the next generation of tactical robotic systems used across defense, national security, and public safety missions. We are establishing a new center of engineering excellence to design our new category of tactical robotic systems and the industrial capacity to deliver them, bringing decisive airpower into the hands of every operator. You will join a team of operators, engineers, and builders who solve hard problems with humility and focus. We design and produce multi-mission aerial systems that operators trust to perform in real-world conditions, reliably, repeatedly, and at scale. Our approach is grounded in operator-centered design, rapid iteration from field use, and U.S.-based manufacturing. We operate by a clear set of values: Mission First, Aim Farther, Own It, Win Together.

Responsibilities

• Become a subject matter expert (SME) in PDW’s technology, processes, and products.
• Manage and maintain relationships with US Government stakeholders to build and drive value through effective management of PDW Customer Programs.
• Manage PDW customer small Unmanned Aircraft Systems (sUAS) programs against cost, schedule, and technical requirements as well as execute vision and scale of processes.
• Work cross-functionally with various teams to support Sales and Go-To-Market strategy, including engineering, manufacturing, and product.
• Manage and report to PDW senior leadership and executive committee on program status, risks, and opportunities during weekly updates.
• Solicit, aggregate, and track product and technical requirements.
• Gather requirements from stakeholders, both internal and external, and aggregate them into PDW CRM.
• Track the status of requirements throughout the development process to ensure they are met.
• Create presentations for design and Quarterly Business Reviews, ensuring clarity, conciseness, and visual appeal.
• Work directly with resell partners to fulfill customer demands that adhere to contractual, legal, and regulatory requirements.

Requirements

• In-depth understanding of US Army operations regarding UAS employment within the US Army.
• Customer Success Management or Program Management experience, including Technology Assessments, Systems Design, Systems Analysis, Programmatic Support, Acquisition Planning, and Budget Planning.
• Excellent leadership, time management, organization, and team management skills.
• Theoretical and practical knowledge of Customer Success principles and practices.
• Theoretical and practical knowledge of program management principles and practices.
• Experience in implementing effective internal business systems, processes, and controls for managing large-scale customers.
• Experience with DoD and commercial Unmanned Aircraft Systems and related software.
• Excellent verbal and written communication skills, with the ability to communicate effectively with technical and non-technical audiences.
• Familiarity with RMA, spares, logistics, or other repair workflows is preferred.
• Proficiency with Jira, Salesforce, and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to obtain Active Secret or Top-Secret Security Clearance.

Physical Requirements

• Ability to sit, stand, bend, reach, and move about regularly throughout the day.
• Ability to lift and carry up to 50 pounds.
• Manual dexterity to operate standard office equipment such as computers, printers, and phones.
• Physically capable of walking between office and production areas and attending off-site events or meetings.

Work Environment

• Operates in an office setting and manufacturing environment.
• Occasional travel to customer locations or facilities.
• Exposure to outdoor weather conditions, noise, and non-climate-controlled environments.
• May require the use of personal protective equipment (PPE) depending on the environment.
• Fast-paced work environment requiring cross-departmental collaboration with independent and team-based responsibilities.

Benefits

• Comprehensive BCBS medical, dental, and vision coverage (80% sponsored by the company).
• Safe Harbor 401(K) with company match.
• Paid Parental Leave.
• On-site gym at Huntsville, AL & Denver, CO locations.
• Employer-provided life insurance.
• Robust Employee Assistance Program (EAP).
• Competitive salary and generous paid time off (PTO) with flexible leave options.

Pay

The pay range for this role is $135,000 - $150,000 USD per year.