Senior Customer Success Manager

Customer Success Manager

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.

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 include ensuring that customers renew and expand their current license subscriptions, expand their consumption of Wind River products and services, and serve as positive references in private and public settings. Additionally, the role aims to ensure that Wind River customers unlock the full business value from their purchases based on their business outcomes and use cases, and have a great experience migrating to and deploying their Wind River solutions.

Responsibilities include owning the full customer lifecycle, with emphasis on revenue retention and expansion; acting as a strategic partner to customers; being a revenue driver; serving as a customer advocate and a strategic internal resource; preventing churn; developing customers into positive references; maintaining a detailed record of all customer interactions, sentiment, and opportunities; and serving as a key partner to Wind River Product and Sales teams with relevant learnings from major customers.

Requirements and skills include 10 years of customer-facing experience in a technical role at a software company with similar products and customers, at least 3 years of direct experience as a Customer Success Manager, Technical Account Manager, or a similar role involving license renewals and/or expansion, demonstrated success in managing the full customer lifecycle with a clear focus on driving revenue and growth within existing accounts, strong technical background with in-depth knowledge of embedded, real-time operating systems such as VxWorks, ability to navigate hybrid cloud architectures and advise on infrastructure optimization, understanding of container lifecycle management, networking, and security in embedded or edge environments, familiarity with Enterprise Linux distributions, understanding of how embedded systems interface with cloud platforms, edge computing frameworks, and IoT architectures, knowledge of secure boot, encryption, access control, and vulnerability management in embedded systems, proven track record of supporting Global 2000 companies in the high-tech industry, exceptional ability to communicate, build rapport, identify key account influencers, and foster positive business relationships at all levels, experience working with and providing oversight to broad cross-functional teams, strong ownership, accountability, and organizational skills, experience with playbooks, success plans, and health monitoring tools, and a technical degree is preferred.

Benefits include being named a Top Workplace for the 8th year in a row, Wind River's commitment to DEIB, wellness benefits through Unmind, and compensation ranging from $150,000 to $190,000 or $160,000 to $200,000 plus a bonus for MA and Bay area, CA residents.