Customer Success Operations Specialist

ICEYE; Espoo; Híbrido; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

ICEYE is seeking a Customer Success Operations Specialist in Espoo to run the governance rhythm for the Missions customer accounts. You will own the calendars, reviews, action registers, and follow-ups, coordinating with Program Managers, CS leads and product teams across markets.

The role emphasizes dashboards, CSAT/NPS tracking, and automation to improve efficiency. You’ll operate in a hybrid setup, supporting a growing sovereign SAR program with a global customer base, while ensuring timely

Formación

• Hands-on experience in operations, PMO or customer success operations.
• Proven ability to run governance across many stakeholders and time zones.
• Excellent written English for agendas, minutes and summaries.
• Strong experience building and maintaining dashboards/reports.

Responsabilidades

• Own governance calendar for Missions accounts with quarterly planning.
• Run and document recurring forums: CS reviews, QBRs and portfolio reviews.
• Coordinate reviews with Program Managers, CS Managers and local leaders.
• Maintain action/risk/decision registers and ensure follow-ups are closed.
• Keep dashboards and account briefs up to date.
• Support CSAT/NPS tracking and feed product roadmap requirements.
• Create playbooks and automate reminders in Jira, Slack, and Salesforce.

Conocimientos

Governance experience

Business operations

PMO coordination

Stakeholder management

English writing

Dashboard reporting

Automation tools

Herramientas

Jira

Salesforce

Google Sheets

Excel

Slack

Descripción del empleo

• Department: Customer Success, Missions Line of Business
• Reports to: Director, Customer Success, Missions
• Employment type: Permanent
• Workplace model: Hybrid
• Employment is subject to applicable security screening (incl. SUPO, where required)

Role Highlights

• Customer Success Operations Specialist
• Location: Espoo, Finland
• Department: Customer Success, Missions Line of Business
• Reports to: Director, Customer Success, Missions
• Employment type: Permanent
• Workplace model: Hybrid
• Employment is subject to applicable security screening (incl. SUPO, where required)

Why This Role Matters

As a Customer Success Operations Specialist, you’ll run the operating rhythm behind ICEYE's Missions Customer Success model. Missions delivers sovereign SAR satellite programs to governments worldwide, and Customer Success stays with these customers from go-live through operations, renewal and expansion. Program Managers and Customer Success Managers in each market own the relationships; you own what keeps them running smoothly: the governance calendar, pre-reads, meeting minutes, action registers and follow-up.

You’ll make sure every internal review and customer meeting happens on time, is well prepared, ends with clear decisions, and that every action is closed. Within six months, you will independently drive the cadence across all target accounts. This ensures our customers stay satisfied, building the baseline for a long-lasting relationship.

Who We Are

ICEYE is the world leader in sovereign intelligence from space. We deliver persistent monitoring capabilities to detect and respond to changes in any location on Earth.

ICEYE owns the world’s largest and most advanced SAR (synthetic aperture radar) satellite constellation. To our customers we provide intelligence with unmatched quality, latency and revisit times, in any weather, day or night. To governments who choose to operate their own constellation we provide this proven capability as a sovereign system.

ICEYE-built constellations serve customers in defence and intelligence, environmental monitoring, insurance and emergency management. We enable fast decisions that contribute to a safer future.

Founded and headquartered in Finland, ICEYE operates globally with over 1000 employees across Europe, North America, the Middle East, and Asia-Pacific.

Your Day-to-day Responsibilities

• Own the governance calendar for all Missions customer accounts, planned a quarter ahead and sized by account tier. Trigger extra reviews when something material changes, such as a major incident, a procurement shift or a renewal risk.
• Prepare, run and document the recurring forums: the monthly Customer Pulse review and Operational and Service Reviews, and the quarterly Internal Account Reviews, Executive Reviews (QBRs), Portfolio Reviews and Voice of Customer syncs with Product. Run the full QBR cycle end to end for strategic accounts.
• Feed Customer Success input into existing forums (PMO Steering Group, sales pipeline, go-live working groups and LoB leadership) and track the follow-ups.
• Coordinate customer reviews with local Program Managers, Customer Success Managers, local ICEYE CEOs and functional experts, covering agendas, invitations, pre-reads, logistics and customer visits to Espoo, including community formats.
• Own the action, risk and decision registers. Chase open actions, elevate overdue items early and close the loop with customers on every commitment.
• Keep the Customer Dashboard, one-page Account Briefs and portfolio reporting current.
• Support running CSAT pulses after major interactions and NPS around QBRs, track recovery plans for detractors, and capture and quantify customer requirements for the product roadmap.
• Turn the operating model into playbooks and templates, and automate reminders, reporting and dashboards in Jira, Slack and Salesforce, using AI tools where they save time.

Must Haves

• Hands-on experience in business operations, PMO, customer success operations or program coordination, ideally in B2B or B2G technology
• Proven experience running a governance or operating rhythm across many stakeholders, functions and time zones
• Strong follow-through: you track actions to closure without being prompted, while keeping strong working relationships with stakeholders
• Excellent written English for agendas, pre-reads, minutes and executive summaries
• Confidence building and maintaining dashboards and reports in Google Sheets or Excel, Jira, Salesforce or similar tools
• Discretion with sensitive customer information
• A structured, calm way of working when priorities shift and several reviews run in parallel
• Hands-on use of automation or AI tools to cut manual reporting and follow-up

Nice To Haves

• Experience in space, defence, government or other regulated programs
• Familiarity with customer success practice: QBRs, health scores, CSAT and NPS, Voice of Customer
• Finnish or other languages

Application Process

• Recruiter interview
• Hiring Manager interview
• Peer Interview
• Take home task + presentation
• Interview with SVP Missions
• References

Working at ICEYE

At ICEYE, you'll join a diverse and highly engaged team united by the ambition to make the impossible possible. As a global scale-up, we combine speed and ambition with the opportunity to take real ownership from day one. Your growth, wellbeing, and success are a priority, with continuous professional development, training opportunities, and a culture where collaboration is how we win.

How We Work (Our Values)

Make the impossible possible

We set ambitious goals and stay calm under pressure. We bring grit, optimism, and ownership when things get hard, and we keep moving until we find a way.

• Be curious: Go deep, ask questions, listen carefully, and think critically. Understand the "why" behind decisions.
• See the big picture: Stay close to what’s happening across the company so you can make better decisions. Consider how your work affects others.
• Drive effective teamwork: Create psychological safety, invite different perspectives, and build inclusive teams. There are no bad questions.
• Act as one team: We win together. We match tasks to the right owner and stay agile as priorities shift.
• Have fun: What we do matters—and it should be enjoyable. Celebrate progress, take pride in results, and share the wins.

Benefits

Our benefits are designed to support your health and wellbeing, at work and beyond. We keep improving them based on employee feedback, and offerings vary by location. Talent Acquisition will confirm what applies for this role and location during the process.

Our Commitment to Diversity, Equity, and Inclusion

We want ICEYE to be a place where people can be themselves and do great work. Different backgrounds and perspectives make us stronger, which is why we work to create an environment where people feel included, respected, and able to speak up. Whatever your background, we want you to bring your authentic self to the table.

We're committed to fair, inclusive hiring and equal opportunity. Everyone is welcome to apply. If you need any adjustments or support during the recruitment process, tell us—we’ll do our best to help.