Head of Defense & Security Customer Success

Bittium Wireless Oy; Pohjois-Pohjanmaa; Hybrid; EUR 120.000 - 160.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer success

Leadership

Service management

Strategic planning

Stakeholder management

Tools

Ticketing system

Knowledge base

Jobbeschreibung

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.