Customer Success Manager (f/m/d)

ABOUT WIND RIVER 

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability.  

Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy. The company’s software powers generation after generation of the safest, most secure systems in the world.  Examples include playing a key role in NASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers. We’ve achieved recent 5G milestones including the world’s first successful 5G data session with Verizon and building one of the largest Open RAN networks in the world with Vodafone. 

The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer-focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software defined world. 

ABOUT THE OPPORTUNITY

Wind River has an opportunity for a Customer Success Manager with extensive experience with embedded  operating systems.  Also, a benefit to have expertise with Wind River VxWorks and other products in the Wind River portfolio including Wind River Studio Developer, Cloud Platform, Linux, etc.  In addition to the technology, the CSM should have experience with IT software methodologies and processes, strategies, and best practices to manage the successful adoption of these products by our critical enterprise customers. The ideal candidate has experience working with enterprise customers, is strategically minded and collaborates with all internal stakeholders to exceed customers’ expectations and is a driver of exceptional customer experience across the full customer lifecycle with the goal of driving value and creating successful onboarding, adoption, enablement, expansion, and renewal experiences while mitigating churn risk.

JOB GOALS:

• Ensuring that customers:

  • Renew (and expand) their current license subscriptions

  • Expand their consumption of Wind River products and services

  • Serve as positive references in private and public settings

• Ensuring that Wind River customers unlock the full business value from their purchases based on their business outcomes and use cases

• Ensuring that customers have a great experience migrating to and deploying their Wind River  solutions

JOB BRIEF:

Customer Success Managers at Wind River provide continuity and business value to our customers over their full adoption journey.  The candidate must have the demonstrated ability to build critical relationships within the account at the executive, line manager, and individual administrator level to serve as a trusted advisor, become aware of new opportunities where Wind River products and services can solve customer problems, and maximum business value realization across the customer’s entire business.  The CSM will implement Wind River’s lifecycle adoption methodology but also develop new programs that will increase the business’ revenue potential and reduce churn.

A Customer Success Manager’s responsibilities include guiding customers as they transition from sales prospects to won business staying focused on their business outcomes, building close relationships with key influencers that last beyond any one project, and ensuring that these customers become positive references and “customers for life.”

Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction while they are an active account with Wind River.  You will own the outcome of a successful customer both by marshalling the required internal resources (from Engineering, Product Management, Professional Services, Technical Support, and Executive leadership) and by coming up with creative