Senior Customer Success Manager

ABOUT WIND RIVER

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.  Examples include playing a key role in NASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers. We’ve achieved recent 5G milestones including the world’s first successful 5G data session with Verizon and building one of the largest Open RAN networks in the world with Vodafone. 

Your Role

Senior Customer Success Managers at Wind River provide continuity and business value to our customers over their full adoption journey.  The candidate must have the demonstrated ability to build critical relationships within the account at the executive, line manager, and individual administrator level to serve as a trusted advisor, become aware of new opportunities where Wind River products and services can solve customer problems, and maximum business value realization across the customer’s entire business. 

A Senior Customer Success Manager’s responsibilities include guiding customers as they transition from sales prospects to won business staying focused on their business outcomes, building close relationships with key influencers that last beyond any one project, and ensuring that these customers become positive references and “customers for life.”

Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction while they are an active account with Wind River.  You will own the outcome of a successful customer both by marshalling the required internal resources (from Engineering, Product Management, Professional Services, Technical Support, and Executive leadership) and by coming up with creative solutions to customer challenges that you will implement yourself in order to meet specific Wind River financial goals.

• 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.
   

Your Background

• 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.  Bonus to have specific experience with VxWorks and additional expertise in any of the following areas:
  • 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
• 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.
• Experience with playbooks, success plans, and health monitoring tools.
• A technical degree is preferred.
• Ability to travel up to 40%.
   

Your Benefits

• Health and life insurance: Wind River provides a company-sponsored life insurance offering x3 base salary cover, from the first day of employment.

• Income protection: Wind River offers company-sponsored permanent health insurance from the first day of employment

• Healthcare: Company-funded healthcare is available to all employees, including vision care and Dental

• Holidays: Employees benefit from 25 days of annual holiday, plus 8 public holidays. You will also receive your birthday off!

• Wind Gives Back: All employees are encouraged to take advantage of five paid days each year to volunteer with not-for-profit community organisations or activities in their communities.

• Pension: Employees are auto-enrolled in a Group Personal Pension Plan

• And more!

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