About Forterra
At Forterra, we are unleashing autonomy at scale to transform the battlefield. Our mission is to build the foundational platforms that enable an intelligent ecosystem to coordinate, adapt, and execute with speed and precision even in the uncertainty and disruption of modern conflict. In an era marked by rapid technological change and evolving threats, we design for flexibility, survivability, and operational dominance.
Forterra delivers weapons, sensors, and battlefield effects through integrated autonomous networks reaching operational areas faster, safer, and without placing human lives at risk. Our systems operate with distributed control, dynamic routing, and real-time responsiveness, enabling sustained advantage across complex mission environments.
About the role
The Customer Success Operations Lead is responsible for building, scaling, and optimizing the processes, systems, and tools that enable Forterra’s Customer Success organization to operate efficiently and deliver consistent, high-quality outcomes for customers. This role acts as a force multiplier for the Director of Customer Success, owning CS processes, data visibility, customer-facing workflows, and internal enablement functions.
This individual will ensure that Customer Success operates efficiently, predictably, and with strong data visibility as deployments scale across customers and environments. This role will help operationalize long-term Customer Success strategy and systems to allow for the organization to effectively scale.
What you'll do
Field Service Systems & Portal Ownership
- Lead implementation, integration, and continuous improvement of the Field Service Manager Portal / Customer Portal
- Define workflows for:
o Ticketing and support intake
o Asset visibility and configuration tracking
o Field service reporting and updates
- Drive adoption across internal teams and customers
- Own training, documentation, and feedback loops for the platform
Customer Onboarding & Site Activation
- Own and continuously improve the end-to-end customer onboarding process, ensuring a consistent and scalable experience across all new customer engagements
- Drive the site setup and activation process, coordinating cross-functional readiness across teams
- Define and manage the CS intake process for new contracts and programs, ensuring proper routing, prioritization, and handoffs
- Build and maintain onboarding playbooks, checklists, and documentation to standardize execution and reduce variability across sites
Customer Enablement
- Design and maintain customer-facing enablement resources including guides, self-service content, and reference materials that support successful adoption of Forterra’s systems
- Partner with CS and Field Service teams to identify gaps in customer knowledge and proactively address them through structured enablement programs
- Evaluate and deploy AI and digital tools to improve customer enablement delivery, documentation access, and knowledge management
- Serve as the key interface with the sustainment team, aligning on customer needs, escalation paths, and long-term support planning
CS Enablement & AI Tooling
- Identify, evaluate, and implement tools and platforms (including AI) that improve CS team efficiency, customer experience, and operational scalability
- Maintain internal CS enablement resources: playbooks, process documentation, knowledge bases, and troubleshooting guides
- Drive adoption of CS tooling across the team, providing training and feedback loops to ensure consistent and effective use
- Support field service process improvement efforts including inventory management, reporting standards, and documentation workflows
- Capture and systematize institutional knowledge to ensure consistency and continuity across CS operations
KPI, Data & Performance Metrics
- Define, track, and refine CS KPIs and operational metrics across:
- Customer onboarding and activation milestones
- Customer health signals and engagement trends
- Support response, resolution, and escalation timelines
- Build dashboards to monitor team performance and identify inefficiencies
- Partner with leadership to translate data insights into actionable CS process improvements and resourcing decisions
- Assist with KPI refinement based on data
Data, Analytics & Continuous Improvement
- Establish data capture standards across:
- Field service activities
- Customer onboarding and enablement outcomes
- Support interactions
- Build and maintain dashboards that provide:
- Operational visibility
- Customer health signals
- Efficiency insights
- Translate data into actionable improvements in process, staffing, and tooling
Minimum Qualifications
- 4-6+ years in: Field service operations, customer success operations, or technical program management
- Experience scaling service organizations in hardware + software environments (ideally robotics, autonomy, defense, or similar)
- Background experience in systems implementation (CRM, FSM tools, portals, etc.)
- Operational design and process building
- Data analytics and dashboarding (e.g., SQL, BI tools, etc.)
- Strong project/program management
- Ability to translate ambiguous problems into structured systems
- Comfort working cross-functionally in fast-moving environments
Preferred Qualification:
Experience with:
- Customer success operations or CS ops tooling
- AI/knowledge management tools
- Autonomous systems or complex hardware deployments
US Salary Range
$105,000 - $140,000
Location
On-Site in Clarksburg, MD
25% - 33% Travel Required
The salary range for this role is an estimate and is based on a wide variety of compensation factors. The salary offered to candidates will vary based on a variety of factors including (but not limited to) relevant work experience, education, specialized training, critical expertise, training, and more. Equity in Forterra is included in most of our full-time, high-demand roles and is therefore considered part of Forterra’s overall compensation package. In addition to base salary and equity, Forterra offers competitive benefits for full-time employees including:
- Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.
- Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
- Extremely generous company holiday calendar including a winter break in December.
- Competitive paid time off (PTO) offering 20 days accrued per year.
- A minimum of 7 weeks fully paid parental leave for birth/adoption.
- A $9k annual tuition reimbursement or professional development stipend.
- Fully stocked beverage refrigerators with all the Celsius your little heart desires.
- 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.
Your recruiter will be able to share more information about our salary and benefits offering during the hiring process.
CLEARANCE ELIGIBILITY - This position may require eligibility to obtain and maintain a U.S. security clearance. For more information about U.S. Security Clearances: click here.
Forterra is an equal-opportunity employer, providing and promoting equal employment opportunity in all personnel practices. Forterrans are unique, talented individuals who are united through a shared passion to deliver autonomous systems that enable national resilience and a robust supply chain.
All qualified applicants will receive consideration for employment without regard to any factor, including veteran and disability status, and criminal history, in accordance with applicable local, state, and federal laws.
Forterra is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.
To see Forterra’s candidate data privacy policy, please visit Forterra Legal | Job Applicant Privacy Notice.