Customer Success Manager (R5292)

What you'll do:

Serve as the primary on-site customer success and support lead for Shield AI aircraft products and services in Greece.
Own intake, triage, coordination, and follow-through for customer feedback, service needs, technical issues, operational support requests, and recurring customer concerns.
Coordinate cross-functional support workflows across Product Support, Sustainment, Engineering, Flight Operations, Product Delivery, Program Management, Logistics, Business Development, and Customer Success.
Build trusted customer relationships by maintaining clear communication, setting expectations, following through on commitments, and escalating issues with urgency.
Advocate for the customer within the Aircraft Division, ensuring field feedback, operational needs, and mission requirements inform product, support, sustainment, and service priorities.
Support integration of Shield AI aircraft products and services into customer fleets, operating models, training environments, maintenance processes, and mission workflows.
Track customer health indicators, including issue resolution time, support responsiveness, operational readiness, adoption, satisfaction, recurring concerns, and support trends.
Identify blockers, risks, and gaps that could affect customer readiness, mission success, product adoption, or long-term sustainment.
Assist with sustainment program development to ensure customer support models, logistics flows, spares planning, training needs, and service processes meet operational requirements.
Facilitate shipping, logistics, field support, maintenance coordination, and service execution for customer sites.
Provide customer-specific insights, operational context, atmospherics, and engagement updates to Account Executives, Program Managers, Business Development, Product, and Sustainment teams.
Support customer reviews, operational updates, lessons learned, readiness discussions, issue reviews, and recurring engagement rhythms.
Ensure customer issues are documented, prioritized, communicated, and driven to closure through the appropriate support, engineering, sustainment, or program channels.
Help customers move from initial product integration to sustained operational use, repeatable support processes, and long-term mission success.
Represent Shield AI professionally in customer-facing, international, operational, and high-pressure environments.

Required qualifications:

5+ years of experience in customer success, customer service, technical support, field support, aviation operations, defense technology, operations, product support, or related mission-critical environments.
Experience supporting technology integration efforts at the fleet, service, operational unit, or enterprise level.
Experience working directly with military, government, defense, aviation, or mission-critical technology customers.
Experience supporting international customers or operating in multilingual, cross-cultural, or geographically distributed environments.
Strong customer-facing communication skills, with the ability to build trust, manage expectations, communicate clearly, and remain composed in high-pressure situations.
Strong cross-functional coordination skills across technical, operational, programmatic, logistics, sustainment, and customer-facing teams.
Ability to coordinate issue resolution across multiple stakeholders without direct authority.
Ability to translate customer needs, field feedback, and operational issues into clear actions, priorities, risks, and escalation paths.
Ability to operate effectively in customer-site, field, headquarters, and remote coordination environments.
Strong ownership, follow-through, judgment, professionalism, and discretion in customer-facing situations.
Ability to manage ambiguity, changing priorities, operational urgency, and customer-sensitive issues with discipline and maturity.

Preferred qualifications:

Experience working with commercial, government, military, or defense organizations in Greece.
Modern Greek and English language skills; additional relevant foreign language skills preferred.
Experience with Group 3–5 UAS products, aircraft operations, aviation sustainment, aircraft integration, defense technology, or fielded autonomous systems.
Experience supporting deployed operations, field service, customer training, operational readiness, product integration, or sustainment activities.
Familiarity with ITAR, export compliance, export-controlled technical data, or controlled technology considerations in customer interactions.
Familiarity with customer success, CRM, issue tracking, logistics, sustainment, reporting, or support management tools.
Experience working with program management, business development, engineering, logistics, and sustainment teams in support of international defense customers.