Director, Customer Success Management

Bittium Wireless Oy; Pohjois-Pohjanmaa; Hybrid; EUR 120,000 - 160,000; Full time

Job summary

Bittium Wireless Ltd. is seeking a Director of Customer Success Management to build and lead post-sales support across Defence & Security products, ensuring continuous development, training, and feature expansions through a clear service roadmap.

You will own the service model, SLAs, and incident handling, collaborating with Sales, Delivery, R&D, and Product Management to meet security and reliability requirements while enabling AI-assisted support within strict governance.

Qualifications

• Extensive experience leading customer success or service management for complex technical B2B/B2G products.
• Proven ability to design scalable service models, SLAs, and governance.
• Strong leadership of managers or teams without direct reporting lines.
• Fluent in Finnish and English; other European languages a plus.

Responsibilities

• Build and lead the Customer Success Management function and the CSMs who act as the post-sale contact.
• Productise governance: service descriptions, standard SLAs, and operating model.
• Run the service desk and support channels; triage and knowledge base coordination.
• Lead customer problem handling including escalations and major incidents.
• Own the customer service roadmap with updates, training, extensions, and renewals.
• Lead hypercare post-production with Delivery and R&D, handover to warranty and support.
• Report service metrics: ticket trends, SLA adherence, release adoption and CSAT.
• Define and set up an online learning management system and training planning.

Skills

Customer success

Leadership

Service management

Strategic planning

Stakeholder management

Tools

Ticketing system

Knowledge base

Job description

Bittium specialises in developing reliable and secure communication and connectivity solutions, using the latest technologies and deep radio technology expertise built over 40 years. For its customers, Bittium offers innovative products and services, solutions based on its product platforms, product development services and high-quality information security solutions for mobile devices and laptops. Bittium also offers healthcare technology products and services for measuring biosignals in cardiology and neurophysiology. Bittium’s net sales in 2025 were EUR 119.3 million and operating result EUR 19.4 million. Bittium Corporation is listed on Nasdaq Helsinki.

We are now looking for

Director, Customer Success Management

to build and lead how Bittium serves its defence and security customers after the sale throughout the product lifecycle.

Background

Bittium is merging its Defence & Security and Engineering Services business segments into a new Defence & Security segment on 1 January 2027. The segment has two areas: Tactical Communications, which provides tactical networking and communication solutions for defence forces, and Intelligent Connectivity, which provides secure communication and AI solutions as well as product development and lifecycle services.

About the role

Customer Success Management is a new function. It serves the whole Defence & Security segment. Our customers are domestic and international armed forces, authorities and critical infrastructure operators. The products they have invested in stay in use for decades, and they expect continuous development of new capabilities and support, maintenance and care in both hardware and software areas.

Today, support, delivery and service work is shared between several teams. Your task is to bring it together into one clear, standard model: one set of service descriptions, one way to run support, and one point of contact for the customer after the sale across all Bittium’s products.

This is a leadership role.You own the post-sales customer experience from first production delivery to end of life. You define the service offering and SLAs, run the service desk and incident handling, and make sure customers get new features, training and expansions through a clear service roadmap.

You will enable the use of AI tooling and ways of working in support, for example in triage and the knowledge base, within the strict security requirements of our customers. You work closely with Sales, Delivery, R&D, Professional Services and Product Management.

You report to the SVP Intelligent Connectivity and are part of the area’s leadership team. The hiring Bittium company is Bittium Wireless Ltd. Primary locations are Oulu, Tampere and Espoo, hybrid work possible.

Your key responsibilities

• Build and lead the Customer Success Management function and the Customer Success Managers, who act as the customer’s point of contact after the sale next to the Key Account Manager.
• Productise Bittium’s Defence & Security support offering: service descriptions, standard SLAs, and the operating model behind them.
• Run the service desk and support channels: ticketing for incidents and service requests, L1 triage and knowledge base. R&D, Operations and other expert functions handle L2–L3 support.
• Lead customer problem handling (escalations, reclamations, warranty issues and major incidents).
• Own the customer service roadmap: updates, add-ons, training, extensions and renewals.
• Lead hypercare after production deployment together with Delivery and R&D, and hand over to warranty and support.
• Manage and report service metrics: ticket trends, SLA adherence, release adoption and customer satisfaction.
• Define and set up an online learning management system and co-ordinate training planning

What we expect from you

We are looking for a customer-minded leader with a strong background in customer success, service management or support in a technical B2B/B2G business.

Customer success and service management. You have several years of experience leading support, service or customer success for complex products. You know ticketing, SLAs, escalation and major incident handling, and you have set up a service model that scales. You can build trusted relationships and communicate with customers at various levels.

Leadership. You have led managers or specialist teams and built a new function or operating model. You can set priorities across teams that do not report to you.

Business sense. You understand service pricing, contracts and what makes lifecycle business profitable.

Technology and security. You understand embedded, software-based and secure communication products well enough to talk with customers and engineers. You are comfortable with the requirements of classified environments. Deep technical skills are not required.

Experience from the defence industry, authorities or other critical environments is an advantage, as is experience of using AI in support work. The role requires fluent spoken and written Finnish and English, other European languages e.g. German, are a plus.

What Bittium offers

You will build a new function on solid ground: Bittium has a strong security and communication product portfolio, a growing customer base in defence and authority markets, and a clear plan to make lifecycle business a larger part of the whole.

You get clear responsibility and a visible role. You shape the service model and the customer experience from day one.

Other requirements

Due to the nature of Bittium’s business and customer expectations, the selected person must be able to pass the security clearances carried out by the Finnish Security and Intelligence Service (SUPO).

For more information about the role, please contact SVP Intelligent Connectivity Hanna Hulkko, [e-mail].

Osaamisalue: IT & tietoliikenne