The Role
Manage customer relationships and programs across onboarding, adoption, training, support coordination, renewals, and growth. Translate technical and operational needs into success strategies, monitor customer health, mitigate risks, coordinate escalations, and represent customer feedback in product and service improvements. The role serves as a cross-functional liaison among customers, product, engineering, support, field services, sales, and operations.
Summary Generated by Built In
At D-Fend Solutions, our people are our greatest strength — and technology is our passion. Our team of innovators and subject matter experts, including veterans of elite military intelligence technology units, is transforming the way organizations protect themselves from drone threats.
As the global leader in cyber-takeover counter-drone technology, we design and deliver advanced, software-defined solutions that empower our customers to detect, take control, and safely land unauthorized drones — with precision and reliability.
Every day, we push the boundaries of innovation to meet real-world security challenges across industries and environments. We’re proud of our cutting-edge technology, our global reach, and the impact we make in securing the skies.
We’re seeking passionate professionals who thrive in a fast-paced, creative, and collaborative environment — those who want to be part of the next generation of airspace security innovation.
Join D-Fend Solutions and help make the world a safer place.
Become a D-Fender! Work with the world’s leading cyber-takeover counter-drone technology provider and shape the future of safe airspace.
We are seeking a Multidisciplinary Customer Program Manager who thrives in complex environments and can work across technical and business domains.
The ideal candidate will be responsible for guiding customers through onboarding, adoption, and optimization across a portfolio that includes hardware, software, and services.
This is a cross-functional role that bridges product, engineering, support, sales, and customer operations to ensure customer satisfaction, retention, and growth.
Key Responsibilities:
- Program Management: Act as the primary point of contact for assigned accounts, developing long-term relationships and strategic engagement plans.
- Customer Onboarding: Lead structured onboarding processes tailored to D-Fend product lines.
- Cross-Domain Expertise: Translate technical and operational needs into clear success strategies.
- Support Coordination: Work with technical support, engineering, and field services teams to resolve customer issues and manage escalations.
- Training & Enablement: Deliver or coordinate training sessions across disciplines, ensuring customer proficiency with all relevant tools and systems.
- Lifecycle Engagement: Own the customer journey from post-sale through renewal, identifying opportunities for upselling, and proactive engagement.
- Risk Mitigation: Monitor customer health metrics and proactively intervene to reduce churn or dissatisfaction.
- Feedback Loop: Serve as a customer advocate internally, contributing insights to product development, roadmap planning, and service improvements.
Qualifications:
- At least 5+ years in a Customer Success, Account Management, or Technical Project Management role
- Experience working with both hardware and software products, preferably in Law enforcement, security and military environments
- Strong communication and interpersonal skills; ability to influence both technical and non-technical stakeholders
- Proven ability to manage multiple projects and customers simultaneously
- Excellent problem-solving and critical thinking abilities
- Bachelor’s degree in Business Management, Engineering, Information Technology, or a related field
- Excellent written and verbal communication skills in English
- Familiarity with RF based systems and environments
Skills Required
- At least 5 years of experience in Customer Success, Account Management, or Technical Project Management
- Experience working with both hardware and software products
- Experience in law enforcement, security, or military environments
- Strong communication and interpersonal skills with technical and non-technical stakeholders
- Ability to manage multiple projects and customers simultaneously
- Excellent problem-solving and critical-thinking abilities
- Bachelor's degree in Business Management, Engineering, Information Technology, or a related field
- Excellent written and verbal communication skills in English
- Familiarity with RF-based systems and environments
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The Company
What We Do
D-Fend Solutions is a leading provider of RF cyber-takeover technology for counter-drone (C-UAS) operations. Their flagship product, EnforceAir, allows organizations to detect, identify, and safely neutralize rogue drones in sensitive environments like military zones, airports, and critical infrastructure. By using non-kinetic, cyber-based mitigation, they ensure operational continuity and safety, helping organizations maintain control of their airspace against evolving drone threats.
