Customer Success Manager - CUAS

The role

The Customer Success Manager maximizes customer value from C-UAS solutions and safeguards long-term retention. You will foster relationships, provide feedback to internal teams, and ensure mission readiness in high-stakes environments.

What you will do

• Collaborate with Project Managers for warm handovers from implementation to support.
• Act as the key contact for customers after delivery to ensure alignment with SLA and warranty.
• Serve as the first-level escalation point for service requests.
• Synthesize client feedback to provide insights to Success, Sales, and Product teams.
• Oversee service and support subscriptions and proactively reach out to customers.
• Analyze KPIs to assess product performance and customer satisfaction.
• Ensure support activities outside SLA scope are registered and billed.
• Participate in periodic audits to improve SLAs and service-related Terms & Conditions.
• Provide insights to the Sales Team for proposals and renewals.
• Work with Service Engineering to oversee Life Cycle Support and Spares Management.

Required qualifications

• BA in Engineering or Business, complemented by technical training.
• 3+ years in customer service management.
• 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.
• Strong de-escalation, prioritization, and cross-cultural communication skills.
• Possession of a Driver's License B.
• Ability to travel occasionally (1-2 times per month).

Nice to have

• preferably in a high-tech or industrial environment
• A defense background

Benefits

• Great Place to Work® certified company
• Comprehensive pension plan
• Commuting allowance
• 30 days of paid holiday leave (with the possibility to buy 3 additional days)
• Opportunities to develop your skills through training and certifications
• High quality laptop/desktop, monitor, noise canceling headphones, and other necessary equipment
• International team of 30+ nationalities
• Social events and Friday drinks

Before you apply

• background screening will be part of the interview process

About the company

Robin Radar is a defence technology leader in detecting, tracking and classifying drones and other small airborne objects. The company is one of the top 10 fastest-growing companies in the Netherlands.