Customer Success Program Manager

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Ocean Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1993

🎖️ Defense

🚀 Aerospace

☁️ SaaS

Defense • Aerospace • SaaS

Ocean Software is an Australian-based software company that builds operational readiness and training management solutions for defence forces, aviation organisations, and emergency services. Its Ocean Platform unifies capabilities across air, land, maritime, unmanned aircraft systems (UAS), and emergency services to provide real-time coordination, resource visibility, asset and personnel readiness, and mission planning—designed for use at scale and in disconnected environments. With over 30 years of experience, the company delivers commercial platforms (e. g. , FlightPRO, SmartBase, TAMS) used by military and government customers globally, focusing on secure, reliable, enterprise-grade software to streamline training, operations, and sustainment.

📋 Description

• **Customer Success & Strategic Account Ownership**Act as the primary relationship owner for assigned NASA customers and strategic programs.********Responsibilities include:**Customer Relationship Management****• Establish trusted adviser relationships with key customer stakeholders.**• Act as the primary customer contact across all operational and strategic matters.**• Facilitate regular governance meetings, business reviews and programme updates.**• Maintain strong customer engagement and satisfaction.******Customer Success & Adoption****• Understand customer objectives and operational requirements.**• Drive solution adoption and utilisation.**• Identify opportunities to improve customer outcomes and program performance.**• Partner with technical teams to ensure successful operational outcomes.******Contract & Commercial Management****• Maintain understanding of customer contractual obligations and deliverables.**• Monitor contractual commitments and customer obligations.**• Identify and manage commercial risks.**• Support renewals, extensions and future growth opportunities.**• Ensure customer expectations remain aligned to contracted scope.******Executive Stakeholder Management****• Build and maintain relationships with senior customer stakeholders.**• Prepare and present executive reporting and programme status updates.**• Manage issue escalation through customer governance structures.**• Represent Ocean in strategic programme discussions.****End-to-End Program Control & Accountability**- Own overall coordination, governance and successful delivery of all assigned customer programmes whilst maintaining direct accountability for customer relationships and contractual outcomes.

🎯 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