Customer Success Manager - CUAS

Robin Radar Systems; Den Haag; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Pension plan

Hybrid commuting

30 days holiday

Training & certifications

Quality equipment

International team & social events

Job summary

Robin Radar Systems is seeking a Customer Success Manager to maximize value for customers and safeguard long-term retention across our C-UAS solutions. You will nurture deep partnerships, translate feedback into improvements, and ensure uptime and mission readiness in high-stakes environments.

This role reports to the Project Management Team Manager C-UAS. In this position you’ll manage customer health, align services with SLAs, and collaborate with Sales, Product, and Service Engineering to

Qualifications

• BA in Engineering or Business, complemented by technical training.
• 3+ years in customer service management in a high-tech or industrial environment.
• Knowledge of ILS/LSA principles and translating metrics into Operational Availability.
• Experience managing complex hardware/software systems in harsh environments.
• Expert in SLA management, contracts, Jira, and CRM tools.
• Fluent in Dutch and English.
• A "Mission-First" mindset with strong de-escalation, prioritization, and cross-cultural communication skills.
• Possession of a Driver's License B and ability to travel occasionally (1–2 times per month).
• Defense background preferred; background screening will be part of the interview process.

Responsibilities

• Collaborate with Project Managers to ensure a warm handover to steady-state support.
• Serve as the primary contact after delivery, aligning services with SLA and warranty commitments.
• Act as first-level escalation point for service requests.
• Synthesize client feedback to provide actionable insights to Success, Sales, and Product teams.
• Oversee the health of service and support subscriptions and reach out to customers periodically for long-term value.
• Analyze KPIs and report on product performance and customer satisfaction.
• Register and bill out-of-scope activities beyond SLA.
• Participate in audits to improve SLAs and Terms & Conditions.
• Provide insights to Sales for proposals for additional sales or renewals.
• Coordinate Life Cycle Support and Spares with Service Engineering.
• Lead high-pressure response for critical system failures to restore services quickly.

Skills

SLA management

De-escalation

Cross-cultural communication

Account management

Business insight

Education

BA in Engineering or Business

Tools

Jira

CRM tools

Job description

Ensure uncompromised Mission Readiness in high-stakes environments by maximizing the value of our C-UAS solutions—safeguarding long-term retention through deep-rooted partnerships and elite service standards!

As a Customer Success Manager, your mission is to maximize the value customers derive from our solutions while safeguarding long-term retention. You will foster deep-rooted relationships and uncover new ways to expand our partnerships, all while upholding high-level service standards. Beyond solving day-to-day challenges, you will serve as a vital feedback loop for our teams, ensuring our future innovations are directly inspired by the voices of those we serve. You will ensure our systems provide uncompromised Mission Readiness, recognizing that our solutions operate in high-stakes environments where uptime is critical to site security. This role reports to the Project Management Team Manager C-UAS.

Responsibilities

• Collaborate with Project Managers in early project stages to later ensure a "warm handover" from implementation to the steady-state support phase.
• Act as the key contact for customers after the delivery phase, ensuring all ongoing services align with SLA and warranty commitments.
• Serve as the first-level escalation point for service requests.
• Synthesize feedback from client interactions and support tickets to provide actionable, business goals-oriented insights to the Success, Sales, and Product teams.
• Oversee the health of service and support subscriptions and develop plans to proactively reach out to customers periodically to ensure long-term value.
• Analyze KPIs to assess the performance of our products and customer satisfaction scores, providing periodic reports to management.
• Ensure support activities provided outside the SLA scope are registered and billed to the customer.
• Participate in periodic audits to identify opportunities to improve current standard SLAs and service-related Terms & Conditions.
• Provide insights to the Sales Team to support proposal creation for additional sales or system renewals with existing customers.
• Work closely with Service Engineering to oversee Life Cycle Support and Spares Management, ensuring customers have necessary parts and documentation.
• Act as the high‑pressure coordinator for critical system failures, prioritizing rapid restoration of services for deployed or front‑line C-UAS units.

Requirements

• BA in Engineering or Business, complemented by technical training.
• 3+ years in customer service management, preferably in a high-tech or industrial environment.
• Knowledge of ILS/LSA principles and ability to translate technical metrics into Operational Availability.
• Skilled in managing complex hardware/software systems in harsh environments, including lifecycle and configuration management.
• Expert in SLA management, commercial contracts, Jira, and CRM tools.
• Fluent in both Dutch and English.
• A "Mission-First" mindset with strong de‑escalation, prioritization, and cross‑cultural communication skills.
• Possession of a Driver's License B and the ability to travel occasionally (1–2 times per month).
• A defense background is preferred; please note that a background screening will be part of the interview process.

N.B. All applicants, we realize that this is quite the list and people come with various levels of experience. Don't be afraid to apply even if you feel you don't meet every desired skill. Our mission is a journey and there's plenty to learn on the way!

But of course, you should identify with our core values: We trust, We own it & We aim high.

What's in for you

• Working for a Great Place to Work® certified company;
• Comprehensive pension plan;
• Commuting allowance: our teams work hybrid;
• 30 days of paid holiday leave (with the possibility to buy 3 additional days);
• Opportunities to develop your skills even further through training and certifications;
• High quality laptop/desktop, monitor, noise cancelling headphones, and any other equipment necessary for your role;
• An international team of 30+ nationalities, full of high performance colleagues you can exchange experiences with and learn from. As well as having a lot of fun in our social events and Friday drinks!