Customer Success Manager - CUAS

Rotterdam Innovation City; Den Haag; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Pension plan

Commuting allowance

30 days paid holiday leave

Training and certifications

High-end equipment

International team culture and social/

Job summary

Robin in the Netherlands seeks a Customer Success Manager to maximize value for customers and secure long-term retention in a high-stakes environment. You will foster partnerships, drive service excellence, and act as a feedback loop for product and sales teams.

You will manage SLAs, work across Service Engineering, and ensure proactive engagement with customers to sustain long-term value while traveling 1-2 times per month as needed.

Qualifications

• 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; background screening will be part of the interview process.

Responsibilities

• Collaborate with Project Managers in early project stages to ensure a smooth handover to steady-state support.
• Act as the key contact for customers after delivery, ensuring SLA/commercial alignment.
• Serve as the first-level escalation point for service requests.
• Synthesize feedback from client interactions to provide actionable insights to Success, Sales, and Product teams.
• Oversee health of service subscriptions and develop plans to maintain long-term value.
• Analyze KPIs to assess product performance and customer satisfaction, with periodic reports to management.
• Ensure activities outside SLA are registered and billed.
• Participate in audits to improve SLAs and terms & conditions.
• Provide insights to Sales to support proposals for additional sales or renewals.
• Work with Service Engineering to oversee Life Cycle Support and Spares Management.
• Act as high-pressure coordinator for critical system failures to restore services rapidly.

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 the 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 canceling 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!

Robin is a technology leader in tracking and classification of small objects. Our mission is to increase the safety of people and wildlife by preventing bird strikes in aviation, reducing the environmental impact of wind farms, and protecting humans and critical infrastructure against drones. We achieve this by combining purpose-built radars with unique software algorithms. This powerful combination allows us to provide actionable information that empowers users to prevent serious incidents.

We're growing. Fast. In fact, we are one of the top 10 fast-growing companies in the Netherlands. But despite this growth, we stay true to our core values of trust, ownership and aiming high. At Robin, you don't join just a team. You join a collective of bright minds driven by the belief that 'doing things better' is a continuous challenge.

Want to work on next-level radar tech, solve real problems, and never have to pretend your job has meaning?

You'll fit right in, we're saving you a seat.