Director, Defence & Security Customer Success

Bittium Corporation; Oulu, Tampere, Espoo; Hybrid; EUR 180,000 - 260,000; Full time

Job summary

Bittium Corporation in Finland seeks a Director, Customer Success Management to lead post-sale support for defence and security customers across the product lifecycle. You will define service offerings, SLAs, and the operating model, unifying delivery, support and training under one framework.

You will build and lead a new function, manage the service desk, drive renewals, and enable AI-driven improvements while meeting strict security requirements.

Qualifications

• 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.
• You have several years of experience leading support, service or customer success for complex products and know ticketing, SLAs, escalation and major incident handling.
• You can build trusted relationships and communicate with customers at various levels.

Responsibilities

• Build and lead the Customer Success Management function and the Customer Success Managers, who act as the customer’s post-sale contact.
• Productise Defence & Security support offering: service descriptions, SLAs, and the operating model.
• Run the service desk and support channels: ticketing for incidents and service requests, L1 triage and knowledge base.
• Lead customer problem handling including escalations, reclamations, and major incidents.
• Own the customer service roadmap: updates, add-ons, training, expansions 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

Skills

Leadership

Customer success

Service management

B2B/B2G experience

AI in support

Tools

Ticketing systems

Knowledge base

SLAs

Job description

Bittium Corporation in Finland seeks a Director, Customer Success Management to lead post-sale support for defence and security customers across the product lifecycle. You will define service offerings, SLAs, and the operating model, unifying delivery, support and training under one framework.

You will build and lead a new function, manage the service desk, drive renewals, and enable AI-driven improvements while meeting strict security requirements.