D-Fend Solutions · 1 day ago
Customer Success Program Manager
McLean, Virginia
Full-time
Onsite
Senior Level
5+ years expD-Fend Solutions is seeking a senior, multidisciplinary Customer Success Program Manager to own and drive customer success across complex, mission-critical deployments. This role involves managing end-to-end customer programs and coordinating execution across various teams to ensure successful adoption and operational readiness. The ideal candidate will thrive in evolving environments and possess strong leadership skills without the need for direct authority.
Cyber SecurityDrone ManagementDronesLaw EnforcementNational SecuritySecurity
Responsibilities
Serve as the primary point of contact and accountable owner for assigned customer programs
Develop and manage end-to-end program plans, including timelines, milestones, risks, and stakeholder alignment
Build long-term, trusted relationships with operational, technical, and executive customer stakeholders
Lead structured onboarding and deployment processes tailored to D-Fend’s hardware, software, and services
Coordinate cross-functional teams to ensure customers achieve operational readiness and successful adoption
Ensure customer expectations are clearly set, managed, and met throughout the engagement
Drive execution across Product, Engineering, Technical Support, Field Services, Sales, and Operations
Identify dependencies, risks, and blockers early and resolve them proactively
Lead without direct authority, influencing outcomes through clarity, accountability, and collaboration
Translate customer operational and technical requirements into actionable internal execution plans
Coordinate and deliver customer training and enablement across multiple disciplines
Ensure customers are proficient in using D-Fend solutions to meet their mission objectives
Own the customer lifecycle from post-sale through renewal
Monitor customer health, adoption, and satisfaction indicators
Identify and support opportunities for expansion, upsell, and cross-sell based on customer value and outcomes
Proactively identify at-risk accounts and lead mitigation strategies
Own customer escalations end-to-end, including root cause analysis and corrective action planning
Balance urgency and structure in high-pressure, mission-critical environments
Serve as the voice of the customer internally
Provide structured feedback to Product and Engineering to inform roadmap, enhancements, and service improvements
Contribute to the evolution of Customer Success processes, tools, and best practices
Qualification
Required
5+ years of experience in Customer Success, Technical Program Management, Project Management, or Account Management
Proven ability to manage complex, multi-stakeholder programs involving both technical and operational components
Demonstrated ability to work independently in environments with evolving or limited process maturity
Experience supporting hardware and software solutions
Bachelor's degree or equivalent practical experience
Strong communication and executive-level stakeholder management skills
Ability to translate technical complexity into operational outcomes
Exceptional organizational and problem-solving skills
Comfortable managing ambiguity and driving clarity
Bias toward ownership, accountability, and action
Preferred
Background working with law enforcement, defense, security, aviation, military, or government customers
Familiarity with RF-based systems, sensor technologies, or similar technical environments
Company
D-Fend Solutions
D-Fend Solutions offers counter-drone technology for safe, controlled responses to rogue drone incidents.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$65MKey Investors
Israel Growth PartnersClaridge Israel
2024-12-04Series C· $31M
2019-09-24Series B· $28M
2018-05-23Series A· $6M
Leadership Team
Zohar Halachmi
Chairman, CEO & co-founder
Recent News
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