Customer Success Manager - CUAS

As a Customer Success Manager, you will maximize the value customers derive from our C-UAS solutions while safeguarding long-term retention. You will foster deep-rooted relationships, serve as a feedback loop for product teams, and ensure uncompromised Mission Readiness in high-stakes environments. This role reports to the Project Management Team Manager C-UAS.

Responsibilities

• Collaborate with Project Managers in early project stages to later ensure a "warm handover" from implementation to the steady-state support phase.
• Act as the key contact for customers after the delivery phase, ensuring all ongoing services align with SLA and warranty commitments.
• Serve as the first-level escalation point for service requests.
• Synthesize feedback from client interactions and support tickets to provide actionable, business goals-oriented insights to the Success, Sales, and Product teams.
• Oversee the health of service and support subscriptions and develop plans to proactively reach out to customers periodically to ensure long-term value.
• Analyze KPIs to assess the performance of our products and customer satisfaction scores, providing periodic reports to management.
• Ensure support activities provided outside the SLA scope are registered and billed to the customer.
• Participate in periodic audits to identify opportunities to improve current standard SLAs and service-related Terms & Conditions.
• Provide insights to the Sales Team to support proposal creation for additional sales or system renewals with existing customers.
• Work closely with Service Engineering to oversee Life Cycle Support and Spares Management, ensuring customers have necessary parts and documentation.
• Act as the high-pressure coordinator for critical system failures, prioritizing rapid restoration of services for deployed or front-line C-UAS units.

Requirements

• BA in Engineering or Business, complemented by technical training.
• 3+ years in customer service management, preferably in a high-tech or industrial environment.
• Knowledge of ILS/LSA principles and the ability to translate technical metrics into Operational Availability
• Skilled in managing complex hardware/software systems in harsh environments, including lifecycle and configuration management.
• Expert in SLA management, commercial contracts, Jira, and CRM tools.
• Fluent in both Dutch and English.
• A "Mission-First" mindset with strong de-escalation, prioritization, and cross-cultural communication skills.
• Possession of a Driver's License B and the ability to travel occasionally (1-2 times per month).
• A defense background is preferred; please note that a background screening will be part of the interview process.

Benefits

• Working for a Great Place to Work® certified company;
• Comprehensive pension plan;
• Commuting allowance: our teams work hybrid;
• 30 days of paid holiday leave (with the possibility to buy 3 additional days);
• Opportunities to develop your skills even further through training and certifications;
• High quality laptop/desktop, monitor, noise canceling headphones, and any other equipment necessary for your role;
• An international team of 30+ nationalities, full of high performance colleagues you can exchange experiences with and learn from. As well as having a lot of fun in our social events and Friday drinks!