Description The Customer Success Program Manager is responsible for both customer relationship management and end-to-end delivery governance for strategic customer programs within the NASA region.

The role combines Customer Success Management (CSM) accountability with Program Management accountability, acting as the primary commercial, relationship and delivery lead for assigned customers and programmes.

The incumbent will own customer success outcomes, contractual relationships, stakeholder engagement, renewals support, adoption and retention activities, whilst simultaneously governing the successful delivery of complex implementation, enhancement and operational programmes.

Unlike other regions, the NASA operating model requires a single point of accountability due to the strategic importance, complexity and scale of key customer programmes, including SkyAlyne (FAcT), RCAF (ULTOOL), NFTC and CFTS.

The role serves as the trusted customer representative and delivery integrator, ensuring contractual commitments, customer outcomes and programme deliverables are consistently achieved.

Initially reporting to the Head of Customer Success (global customer success and PMO standards), the role provides both customer leadership and programme governance within the NASA region.

Operating Model & Role Boundaries

Function | Accountability

- Customer Success Program Manager (this role) - Customer ownership, account management, program governance, delivery coordination, commercial alignment, customer satisfaction
- Customer Solutions Managers / Solutions Experts - Solution design, configuration, implementation execution
- Customer Application Support - Service desk support, incident resolution
- Head of Customer Success - Global customer success framework and PMO standards

Requirements

Essential

- 8–10+ years' experience in Customer Success, Strategic Account Management,



Program Management or equivalent customer-facing leadership roles.
- Proven experience managing complex enterprise or government customer relationships.
- Experience operating within long-term contractual program environments.
- Strong commercial and contractual management capability.
- Demonstrated ability to manage both customer outcomes and delivery outcomes simultaneously.
- Experience engaging executive stakeholders within Defence, Government or highly regulated industries.
- Proven track record managing multiple concurrent projects end-to-end
- Experience operating in regional delivery roles within global organisations
- Strong understanding of:
- SDLC
- Release management
- Customer implementation and adoption
- Commercial acumen:
- Revenue timing
- Delivery margin and cost-to-serve
- Strong stakeholder management, including executive-level engagement
- Highly organised, able to prioritise in a multi-project, fast-moving environment

Industry Experience

- Defence
- Aviation
- Maritime
- Emergency Services
- Exposure to regulated or mission-critical environments

Capabilities

- Operates with clear regional accountability, while aligning to global standards
- Balances customer delivery, commercial outcomes, and operational constraints
- Drives outcomes through influence (matrix environment)
- Robust ownership mindset — does not rely on central PMO to intervene
- Structured, calm, and decisive under pressure
- Proactively identifies risks and drives resolution
- Builds credibility with both customers and internal stakeholders
- High attention to detail across multiple active programs
- Drives accountability across teams without direct ownership of execution resources

Travel Requirement

Occasional regional and international travel required to:

- Support key customer programs
- Align with global teams
- Participate in strategic delivery initiatives

📌 Customer Success Program Manager NASA (Canada)
🏢 Ocean Software
📍 Canada