Customer Success Manager – CUAS

About the role

As a Customer Success Manager for our C‑UAS solutions, you will ensure mission‑critical systems remain operational while building long‑term partnerships with customers. You will act as the primary contact after delivery, driving value, retention and continuous improvement.

Key responsibilities

• Collaborate with Project Managers to ensure a smooth handover from implementation to steady‑state support.
• Serve as the main point of contact for customers, guaranteeing service aligns with SLA and warranty commitments.
• Handle first‑level escalations and coordinate rapid response for critical system failures.
• Gather feedback from client interactions and support tickets to provide actionable insights to Success, Sales and Product teams.
• Monitor health of service subscriptions, conduct periodic outreach and analyse KPIs to report on product performance and customer satisfaction.
• Register and bill support activities outside SLA scope, and participate in audits to improve SLAs and terms.
• Support Sales with proposals for renewals or additional sales and work with Service Engineering on life‑cycle support and spares management.

Required profile

• BA in Engineering or Business with technical training.
• Minimum 3 years of customer service management experience in a high‑tech or industrial environment.
• Knowledge of ILS/LSA principles and ability to translate technical metrics into operational availability.
• Fluent in Dutch and English, holder of a B‑class driver’s licence and willingness to travel 1‑2 times per month.
• Mission‑first mindset with strong de‑escalation and cross‑cultural communication skills; defense background preferred.

Required skills

• Expertise in SLA management and commercial contracts.
• Proficiency with Jira and CRM tools.
• Experience managing complex hardware/software systems in harsh environments.

What we offer

• Great Place to Work® certification and a collaborative international team of 30+ nationalities.
• Hybrid work model with commuting allowance, 30 days paid holiday (plus option to buy 3 days) and comprehensive pension plan.
• Equipment package including high‑quality laptop/desktop, monitor and noise‑cancelling headphones.
• Opportunities for training, certifications and career development.