Program Manager - Customer Success Operations Senior

Job Description

Job Description

Akira Technologies is seeking a highly experienced Program Manager – Customer Success Operations Senior to lead enterprise-wide customer success, stakeholder engagement, and operational planning activities supporting the Department of Defense's Advana platform. This position will be responsible for developing and governing Customer Success Operations Plans, managing stakeholder relationships across multiple security domains, and driving strategic engagement initiatives that enhance customer adoption, mission effectiveness, and enterprise value.

The ideal candidate will possess extensive experience supporting large-scale federal programs, leading cross-functional teams, and engaging senior government stakeholders across classified and unclassified environments.

This is an onsite work reporting to client locations in Washington, DC. Candidates local to the DC Metro Area are ideal. Also, this requires security clearance of Top Secret or higher.

Job Responsibilities

• Develop, maintain, and govern the Advana Customer Success Operations Plan by capturing all Performance Work Statement (PWS) requirements and aligning operational objectives across Unclassified, Secret, and Top Secret environments operating on NIPRNet, SIPRNet, and JWICS.
• Draft and maintain Customer Success Operations Plans that define task execution strategies, operational objectives, performance measures, and domain-specific execution methodologies that support Advana customer needs.
• Establish and manage iterative review cycles for Customer Success Operations Plans in accordance with Government direction to ensure flexibility, traceability, and responsiveness to evolving mission requirements.
• Lead the development and execution of an enterprise Stakeholder Management Plan supporting Combatant Commands, Joint Staff organizations, Senior Executive Service (SES) leaders, Department of Defense organizations, interagency partners, and non-governmental mission stakeholders.
• Design and implement cradle-to-grave stakeholder engagement workflows, communication strategies, outreach activities, and operational touchpoints that strengthen customer relationships, mission alignment, and service delivery.
• Establish and continuously drive an industry-leading standard of excellence in customer success, stakeholder engagement, and user experience across the Advana ecosystem by leveraging advanced data, analytics, artificial intelligence, and business intelligence capabilities to maximize mission outcomes.
• Develop strategic engagement plans that include recurring outreach cycles, technical demonstrations, communications campaigns, mission-focused messaging, and awareness initiatives that expand adoption of Advana capabilities and services.
• Make strategic recommendations that accelerate the adoption of data-driven analytics, AI-enabled solutions, and informed decision-making across Department of Defense and Chief Digital and Artificial Intelligence Office (CDAO) mission activities.
• Partner with Program Managers, Chief Architects, Engineers, platform teams, data teams, artificial intelligence specialists, cybersecurity personnel, and systems operations teams to synchronize stakeholder engagement activities and advocate for platform improvements that enhance customer satisfaction, mission effectiveness, and operational efficiency.
• Serve as the senior customer success lead for enterprise stakeholders, ensuring customer feedback, operational requirements, and mission priorities are translated into actionable recommendations that drive continuous improvement, innovation, and increased user adoption.
• Develop performance metrics, reporting frameworks, and analytical methodologies to measure stakeholder engagement, outreach effectiveness, customer satisfaction, service adoption, customer sentiment, and overall program impact.
• Monitor customer participation and sentiment through quantitative and qualitative measures and provide actionable recommendations to leadership.
• Produce executive-level dashboards, reports, briefings, presentations, communication artifacts, and decision-support materials that improve enterprise alignment, strengthen customer adoption, and demonstrate Advana program value.
• Communicate effectively with senior government leaders, military personnel, technical teams, and mission partners to support strategic objectives and operational success.

Required Qualifications

• Security clearance of Top Secret or higher.
• Bachelor's degree in Business Administration, Program Management, Information Systems, Public Administration, Communications, or a related field. Master's degree preferred.
• Minimum of 10 years of experience managing complex federal programs, customer success operations, stakeholder engagement, strategic communications, or related functions.
• Demonstrated experience supporting Department of Defense or other Federal Government programs.
• Experience developing operational plans, stakeholder engagement strategies, and customer relationship management frameworks.
• Experience working across classified and unclassified environments, including NIPRNet, SIPRNet, and/or JWICS.
• Strong analytical skills with experience developing metrics, dashboards, and performance reporting.
• Proven ability to communicate effectively with senior executives, military leaders, and technical stakeholders.
• Experience leading cross-functional teams and coordinating activities across multiple organizations.

Preferred Qualifications

• Experience supporting Advana, data analytics platforms, digital transformation initiatives, or enterprise data environments.
• Familiarity with Customer Relationship Management (CRM) tools and stakeholder engagement platforms.
• Experience supporting Artificial Intelligence, Data Analytics, Cybersecurity, or Enterprise IT programs within the Department of Defense.
• Project Management Professional (PMP), Program Management Professional (PgMP), or similar certification preferred.

Salary Range: $120,000 - $160,000

Akira’s pay range for this position considers various factors including skills, years of experience, training, licenses, certifications, alignment with market data, and internal equity in the organization. This pay range estimate is a general guideline only and not a guarantee of compensation or salary, which Akira believes to be done in good faith in compliance with local laws. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Description of Benefits

Akira offers its employees multiple options for medical plans (some with Health Savings Account), dental plans, and vision coverage, and a 401(k) plan with employer match. To promote work/life balance, Akira offers paid time off, including vacation and sick time, holidays, paid parental leave, military leave, bereavement leave, and jury duty leave. We also offer short and long-term disability benefits to protect employee income in the event of sickness or injury, life insurance, accidental death and dismemberment insurance, and critical illness insurance. Akira also offers tuition, training, and certification reimbursement for professional development and career advancement.

Akira regularly reviews our total rewards package to ensure our offerings remain competitive and reflect the values and needs expressed by our employees.

About Akira Technologies

Akira strives to meet and exceed the mission and objectives of US federal agencies. As a leading small business cloud modernization and data analytics services provider, we deliver trusted and highly differentiated solutions and technologies that serve the needs of our customers and citizens. Akira serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, and health markets. Every day, our employees deliver transformational outcomes, solving the most daunting challenges facing our customers.

Akira is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.