Position at Wind River Senior Customer Success Manager (Remote, UK) 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. The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer-focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software-defined world. YOUR ROLE Wind River seeks a Customer Success Manager with experience in proactive complex customer management. The role involves forming relationships across strategic customers, onboarding them to support and future needs planning, and driving progress until completion. The candidate should have software expertise with exposure to communication service providers and their suppliers. The ideal candidate has a business background coupled with technical expertise and proven influence management skills. This person must influence both internal and external stakeholders and lead quarterly business reviews focusing on past performance, continuous improvement, and strategic alignment. Act as a liaison between Wind River and the customer, ensuring support aspects are routed/escalated and transitioned per contractual agreements. Collaborate with Technical Support, Sales, Product Management, Engineering, and Professional Services to meet customer needs within contract terms. Serve as a liaison between the customer and all Wind River departments. Provide status updates on all customer activities. Manage customer escalations, mitigation, and resolution as the single point of contact. Deliver executive-level presentations to engage with customers and within Wind River. Coordinate with Sales, Services, and Support for early engagement and follow-up to ensure customer acceptance of paid work. Organize and lead quarterly business reviews with the customer. Performance Measurement Establish governance for reporting, reviewing, and escalating customer issues. Coordinate planning, project management, and network building activities within the customer organization. Build 1:1 relationships at least one level above the working level within the customer organization. Link into planning and other customer processes, including project management. Work with the Wind River team to develop procedures and tools for dashboards, real-time reporting, and communication. Ensure successful handling of needs for Field of Activity (FOA) and initial field launches. Agree on quarterly business review attendees, format, and scheduling with the customer. Monitor transition plans for SE to professional services handovers. Lead weekly activities and provide strategic inputs for Wind River’s involvement with the customer. HOW YOU WILL CONTRIBUTE Key skills and competencies include: At least 3 years of customer support experience and 7 years in the software industry, including customer engagement/support and platform delivery. 8 years of experience in telecoms, CSPs, and/or TEMs. Minimum 3 years of customer management supporting large Fortune 500 companies. Business experience including contract management and process optimization. At least 2 years of project management experience. Strong communication and customer service skills. Fluency in Spanish and English. Ability to engage with working and executive levels of customers and build relationships within Wind River. Self-motivated, independent, and comfortable working directly with technical customers. Experience with platform virtualization software. Bachelor’s or Master’s in Engineering or similar. Your Benefits: Health and life insurance: company-sponsored life insurance covering 3x base salary from day one. Income protection: permanent health insurance providing earnings-related income in case of extended illness or injury. Healthcare: company-funded healthcare including vision and AD&D coverage. Dental: comprehensive dental coverage. Wind Gives Back: five paid days annually for volunteering. Birthday time off: a day off to celebrate your birthday. APPLICANT PRIVACY NOTICE:
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Applicant Privacy Notice
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#LI – REMOTE Wind River is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, veteran status, or other protected characteristics.
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