Customer Success Manager

Thinkahead Consultant Psychologist Pty Ltd

full-time

Posted on:

Location Type: Remote

Location: Illinois • United States

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Salary

💰 $160,000 - $180,000 per year

Job Level

SeniorLead

About the role

  • Lead, coach, and develop a team of Technical Program Managers, fostering high performance, accountability, and career growth.
  • Set clear expectations, goals, and success metrics for TPMs aligned to customer success and business objectives.
  • Conduct regular 1:1s, performance reviews, and provide ongoing feedback and mentorship.
  • Own executive-level relationships with key customers, ensuring alignment on objectives, delivery timelines, and success criteria.
  • Serve as an escalation point for customer issues, risks, or delivery challenges, driving timely resolution.
  • Partner with Sales, Account Management, and technical teams to support ongoing projects, and long-term customer value.
  • Provide oversight across multiple hardware integration programs, ensuring consistency in execution, communication, and quality.
  • Guide TPMs in managing scope, timelines, dependencies, and risks across server, storage, networking, and infrastructure solutions.
  • Ensure programs are delivered on time, within scope, and aligned to customer expectations.
  • Drive alignment across engineering, supply chain, warehouse, production, quality, and operations teams.
  • Collaborate with senior leaders to resolve resourcing constraints, priority conflicts, and systemic delivery issues.
  • Strengthen partnerships with vendors, OEMs, and service providers as needed to support customer outcomes.
  • Define and track customer success metrics, delivery of KPIs, and team performance indicators.
  • Standardize best practices for program management, customer communication, and risk management.
  • Identify opportunities to improve tools, workflows, and delivery processes to scale the organization effectively.

Requirements

  • 8–12+ years of experience in technical program management, customer success, or delivery leadership within IT hardware, infrastructure, or systems integration environments.
  • 3+ years of experience managing and developing program, account or technical management teams.
  • Strong understanding of hardware integration, validation testing, and enterprise infrastructure delivery.
  • Proven ability to manage executive customer relationships and navigate complex stakeholder environments.
  • Excellent leadership, communication, and organizational skills.
  • Experience using program and customer management tools (e.g., Jira, Smartsheet, Salesforce).
Benefits
  • Medical, Dental, and Vision Insurance
  • 401(k)
  • Paid company holidays
  • Paid time off
  • Paid parental and caregiver leave
  • Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical program managementhardware integrationvalidation testingenterprise infrastructure deliveryprogram managementaccount managementcustomer successdelivery leadershiprisk managementscope management
Soft Skills
leadershipcommunicationorganizational skillsmentorshipperformance managementcollaborationproblem-solvingaccountabilitycustomer relationship managementteam development