Senior Customer Success Manager

Job Purpose

Join RWS as a Senior Customer Success Manager and help shape the future of digital sustainment in Aerospace & Defense. In this high-impact role, you will act as a trusted advisor to strategic accounts, guiding them through modernization initiatives such as S1000D migration, IPS, cloud adoption, and AI/RAG strategies. You will build strong executive relationships, ensure successful implementations, and maximize the value of RWS solutions.

 

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

 

• Manage and grow all post-sales activities for enterprise customers, driving adoption, retention, and expansion through strategic relationship-building and execution.
• Maintain deep knowledge of RWS Contenta solutions and modernization pathways, including latest standards (S1000D, ATA, MIL-SPEC) and initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies.
• Serve as a trusted advisor to customer stakeholders and executive sponsors, ensuring implementations deliver on business cases and modernization strategies for maximum ROI.
• Represent RWS at customer-sponsored events and industry forums (AIA, S1000D, S-Series user groups), positioning the company as a thought leader in digital sustainment and technical publishing.
• Develop and execute account success plans, including change management, growth strategies, and adoption programs in partnership with Sales, Renewals, Product Management, and Services.
• Provide guidance and enablement on S1000D principles and best practices, supporting customer teams in achieving compliance and modernization goals.
• Increase customer retention and satisfaction through proactive engagement: regular tactical check-ins, quarterly health assessments, and strategic business reviews.
• Identify and mitigate churn risk early, ensuring ARR retention and long-term account stability.
• Act as the voice of the customer internally, advocating for enhancements and resolving escalations with urgency and accountability.
• Drive strategic influence across complex accounts, working across, up, and down organizational hierarchies to strengthen relationships and uncover growth opportunities.

 

Skills & Experience

 

• Proven experience in a customer-facing role, managing enterprise technology accounts, relationships, and complex projects.
• Deep understanding of technical content workflows and latest standards (S1000D, ATA, MIL-SPEC) with exposure to modernization initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies.
• Demonstrated ability to achieve trusted advisor status, guiding customers through modernization roadmaps and influencing decision-makers across engineering, logistics, and leadership teams.
• Aerospace or Defense industry experience is essential, with familiarity with government programs, prime contractors, or major integrators.
• Leadership in driving adoption and success for enterprise software solutions, including coordinating cross-functional teams (Solutions Consulting, Product, Services) to ensure customer outcomes.
• Exceptional communication and storytelling skills, capable of translating complex technical concepts into clear, actionable insights for diverse stakeholders.
• Strong problem-solving and troubleshooting capabilities, with a proactive approach to resolving technical challenges and optimizing workflows.
• Proven track record of meeting and exceeding customer success metrics, including retention, expansion, and satisfaction goals.
• Ability to navigate long-cycle, multi-stakeholder environments, ensuring disciplined engagement and strategic account growth.
• US citizenship required
• Travel required (10% – 20%) for customer engagement, industry events, and strategic reviews.

 

Benefits

 

• Amazing benefits! (Seriously!)  
• Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave. 
• 401(k) Retirement plan with comp