Sr Customer Success Manager

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.

Responsibilities

Own the full customer lifecycle, with emphasis on revenue retention and expansion. This includes ensuring renewals, identifying upsell opportunities, and driving new license and service agreements.; Act as a strategic partner to your customers, understanding their business outcomes and demonstrating how Wind River's products and services can help them achieve their goals. You'll be proactive in “walking the halls”, identifying new business problems they may not realize they have and providing solutions.; Be a revenue driver. Scout for new opportunities to expand Wind River’s footprint within existing accounts by deeply understanding customer initiatives and challenges as well as organizational and external impacts.; Serve as a customer advocate and a strategic internal resource. Marshal cross-functional teams—including Engineering, Product Management, Professional Services, and Technical Support—to address customer needs and ensure they meet their project milestones and ROI objectives.; Prevent churn by monitoring customer health, proactively addressing any concerns, and ensuring a positive, high-value customer experience.; Develop customers into positive references, building "customers for life" who are willing to publicly and privately endorse Wind River.; Maintain a detailed record of all customer interactions, sentiment, and opportunities in our customer intelligence platform to provide visibility across the organization.; Serve as a key partner to Wind River Product and Sales teams with relevant learnings from our major customers that may impact product roadmaps and sales plans.

Requirements

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 (e.g., Red Hat, SUSE, Ubuntu); 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, from technical teams to senior executives; 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; Ability to travel up to 40%

Nice to have

Expertise with Wind River VxWorks and other products in the Wind River portfolio including Wind River Studio Developer, Cloud Platform, Linux, etc.; Specific experience with VxWorks; Wind River Cloud Platform, VMware vSphere, and/or OpenStack environments; Kubernetes or other container platforms; eLxr / Enterprise Linux systems, tools, and the competitive landscape; Wind River Linux or other embedded Linux platform; A technical degree is preferred