Customer Success Manager - Aerospace & Defense

Job Purpose

The Customer Success Manager (CSM) supports post‑sales activities for enterprise customers in Aerospace & Defense (A&D). This role partners with a Senior CSM to drive adoption, retention, and light expansion by executing customer health routines, coordinating cross‑functional actions, and assisting with modernization initiatives (S1000D/IPS, cloud, and digital sustainment). Ideal for candidates with strong customer-facing experience who are developing toward strategic, executive‑level engagement with customers. This individual will play a pivotal role in building and maintaining strong client relationships, managing and supporting client satisfaction, and revenue growth across a set of A&D accounts.

 

About Contenta

 

RWS Contenta is part of RWS’s content management platform focused on the Aerospace & Defence market. Contenta streamlines the content value chain to deliver the most accurate and up-to-date technical content possible.  

  

The Contenta suite is an industry-proven publishing solution for technical content creation, digital publishing and technical instruction viewing; all with optimized functionality for each step of the content publishing process and the S1000D document specification. 

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

Job Overview

Key Responsibilities

 

Customer Adoption & Health

• Execute routine customer engagements (tactical check‑ins, case reviews, usage monitoring) and summarize risks/opportunities.
• Maintain account health dashboards, success plans, and action logs; ensure data hygiene in CRM system.
• Coordinate follow-ups for open issues with Support, Services, and Product; manage small, low-risk escalations.

Implementation Support

• Assist Senior CSMs during onboarding and upgrades: schedule sessions, track tasks and risks, and draft customer comms.
• Support S1000D/CSDB workflows by documenting procedures and pulling status evidence (e.g., content baselines, modules, BREX impacts) under guidance.

Value Realization

• Capture business outcomes and wins (time saved, issue trends reduced, authoring throughput) and feed into quarterly summaries.
• Contribute baseline content for Quarterly Business Reviews (QBRs) and success storytelling, present sections as readiness builds.

Cross-Functional Collaboration

• Serve as the “voice of the customer” in weekly triage meetings, document feature requests, usability feedback, and priority bugs.
• Partner with Renewals on early risk flags (adoption gaps, roadmap ambiguity, stakeholder turnover) and track mitigation steps.

Light Expansion Support

• Use playbooks to identify expansion signals (users/licenses, modules, training, XPP add-ons), route qualified signals to Sales.
• Build simple ROI snippets (before/after workflow metrics) with templates; participate in enablement cycles.

Industry & Standards Learning

• Build foundational knowledge of S1000D, ATA iSpec2200, IPS, and MIL-SPEC concepts; track a personal learning plan.
• Monitor A&D forums and summarize 2–3 actionable insights per quarter for the team.

 

Skills & Experience

 

• Proven experience working in a customer-facing capacity and managing technology accounts, relationships, and 3-5 years in a customer-facing role (Customer Success, Support, Services, or PMO) within enterprise software or complex B2B environments.
• Working familiarity with S1000D concepts and CSDB workflows (training acceptable in lieu of deep experience).
• Basic cloud literacy (Azure/AWS) and comfort operating in compliance-driven contexts (CMMC, least-privilege concepts).
• Proficiency with Salesforce (or similar CRM), ServiceNow, and Atlassian (Jira/Confluence).
• Strong written and verbal communication; able to translate technical topics into crisp, customer-ready summaries.
• Detail orientation with disciplined follow-through on tasks, notes, and customer commitments.
• Prior involvement in onboarding, enablement, or customer training.
• Exceptional presentation and communication skills, including the ability to convey complex technical concepts in simple terms.
• Proven ability to demonstrate and assist in troubleshooting complex systems.
• Proven track record of meeting and exceeding personal goals and objectives.
• Experience and/or exposure to A&D programs, primes, or government stakeholders.
• Experience with XPP or structured content/DITA/S1000D authoring