Description

Position Overview: As Director of Customer Success for the Public Sector, you will lead customer engagement initiatives tailored for governmental and defense clients worldwide. Serving as the primary liaison for our public sector customers, your role will ensure clients fully leverage Windward’s AI capabilities to achieve their strategic security and maritime safety objectives. This position requires strategic leadership, deep familiarity in the public sector dynamics, and customer relationship excellence.

Key Responsibilities:

• Develop and implement comprehensive customer success strategies specifically for public sector clients, including coast guards, navies and defense agencies.
• Lead and mentor a global team of Customer Success Managers focused on the public sector, providing strategic oversight, coaching, and mentorship.
• Act as the expert escalation point for specific public sector client issues, ensuring effective resolution and sustained client satisfaction.
• Manage end-to-end account responsibilities, encompassing technical integration, operational deployment, and ongoing product support to the public sector.
• Collaborate with the Customer Success Leadership team on best practices for the team, market learning and training of the team.
• Collaborate extensively with Product, R&D, and Sales teams to align client needs with product development and strategic company goals.
• Identify opportunities for upselling and expanding Windward’s solutions within existing public sector accounts through value and engagement, contributing significantly to revenue growth.
• Organize and conduct specialized training, webinars\workshops addressing public sector operational scenarios, challenges, and best practices for AI-driven maritime security.
• Systematically gather, analyze, and relay client feedback to internal stakeholders to inform continuous product innovation and improvement.

Requirements

• Bachelor's degree in Business, Engineering, Political Science, International Relations, Security Studies, or a related field; a Master's degree or relevant certifications are advantageous.
• Minimum 5 years of experience leading customer success, account management, or client-facing teams specifically focused on software solutions for global public sector agencies.Experience in a PE backed company or equivalent scale up is a big plus.
• Demonstrable expertise and deep understanding of security operations, national defense logistics, intelligence operations within public sector frameworks and related AI-driven solutions. Maritime expertise is a big advantage.
• Proven history of successfully managing and expanding global governmental client relationships (equivalent to C level) and driving high client retention and satisfaction.
• Extensive experience collaborating with cross-functional teams, including Product Development, Sales, and R&D within international SaaS or technology environments.
• Curiosity and drive towards generative AI applications and experience on a personal , non-professional basis.
• Strong strategic vision and exceptional communication skills, with proven capability to engage effectively with senior-level governmental and defense officials.
• Familiarity with Salesforce and other customer success management and analytics platforms.
• Fluency in English; proficiency in additional languages beneficial.
• Availability for international travel up to 30%.
• Prior experience in navy, defense or intelligence sectors, including analytical or operational roles. Navy experience is a big plus.
• Knowledge and practical experience with AI-driven technologies specifically tailored to maritime security and defense operations.