Customer Program Manager

London, United Kingdom

Full-Time

On-site

TLDR

Coordinate onboarding, adoption, and optimization across hardware, software, and services, bridging product, engineering, support, sales, and customer operations to ensure satisfaction and growth.

Join D-Fend Solutions — where technology meets purpose.

As the global leader in cyber-takeover counter-drone technology, we develop advanced solutions that keep airspaces safe from evolving drone threats. Our team — including veterans of elite military tech units — pushes boundaries every day to deliver smarter, faster, and safer protection for customers worldwide.

If you’re passionate about cutting-edge technology, real-world impact, and working in a collaborative, high-energy environment — we’d love to have you on board.

Become a D-Fender. Shape the future of airspace security.

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, cross-selling, 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, Engineering, Information Technology, or a related field

Excellent written and verbal communication skills

Familiarity with RF based systems and environments

D-Fend Solutions

D-Fend Solutions builds advanced counter-drone technology that detects and safely neutralizes unauthorized drones, protecting critical infrastructure, defense sectors, and government operations. Targeting a growing market facing increasing drone threats, our innovative solutions lead the industry in safeguarding airspace integrity.

Founded: Founded 2017
Employees: 51-200 employees
Industry: Aerospace & Defense
Total raised: $28M raised

Aerospace & Defense Enterprise Software SaaS

View company profile

Program Manager