Customer Success Manager - EMEA

DroneShield; Amsterdam; Hybrid; EUR 65,000 - 75,000; Full time

Job summary

DroneShield is seeking a Customer Success Manager (EMEA) in Amsterdam to drive post-sales engagement with partners and key customers across the region. You will enable onboarding, manage renewals, and coordinate lifecycles with Salesforce, while collaborating with cross-functional teams.

The role reports to the Director of Channel & Distributor Management. Fluency in English and Dutch is required, with occasional travel across EU/EMEA and a hybrid work arrangement. Amsterdam-based preferred.

Qualifications

• 3–5 years of relevant professional experience; 5–8 years is preferred.
• Experience in Customer Success, Partner Success, Account Management, Customer Operations, Sales Operations, or a similar customer-facing role.
• Experience working with partners, distributors, resellers, channel partners, or indirect sales models.
• Hands-on CRM experience, preferably Salesforce, including customer records, renewals, activity tracking, account updates, and forecasting.
• Strong communication, organisation, problem-solving, stakeholder management, and follow-through skills.
• Commercial awareness with the ability to identify renewal risks and qualified expansion opportunities.
• Experience in high-growth technology, defence, security, government, critical infrastructure, telecommunications, aerospace, or software/SaaS environments is advantageous.

Responsibilities

• Act as the primary post-sales point of contact for assigned partners and selected strategic end customers across EMEA
• Support onboarding, kick-off meetings, portal demonstrations, user training, account reviews, health checks, and renewal planning activities
• Guide partners and customers through Access Portal setup, administrator access, user management, navigation, and ongoing portal adoption
• Track software versions, subscriptions, entitlements, renewal dates, serial numbers, and lifecycle information
• Proactively coordinate renewal activities, prepare renewal overviews, and maintain accurate renewal forecasts in Salesforce
• Coordinate delivery updates, software updates, maintenance windows, RMAs, advanced replacements, return shipments, and repair lifecycle communications
• Own post-sales escalations alongside the relevant Sales Director, identifying the right internal stakeholders and following through until resolution
• Maintain accurate customer, partner, renewal, subscription, contact, activity, and account records in Salesforce
• Identify partner, customer, renewal, or expansion opportunities and hand qualified opportunities over to Sales

Skills

CRM experience

Sales Operations

Customer Success

Channel/Partner management

Stakeholder management

English fluency

Dutch fluency

Travel readiness

Tools

Salesforce

Job description

Work with cutting-edge AI technology that helps make the world a safer and more secure place. DroneShield (ASX:DRO) develops market-leading counter-drone solutions used by military organisations, government agencies, airports, critical infrastructure operators, and law enforcement operating in some of the most challenging and high-stakes environments in the world. Employees work at the forefront of innovation, solving complex technical problems and delivering mission-critical capabilities where performance, reliability, and speed matter.

As an ASX200-listed company and the world's only publicly listed pure-play counter-drone business, DroneShield is experiencing rapid growth. Revenue increased from A$57 million in 2024 to more than A$217 million in 2025, supported by record profitability, a global sales pipeline exceeding A$2.5 billion, and annual R&D investment of over A$50 million.

Since 2017, DroneShield has grown from 11 employees to more than 550 globally, with operations across Australia, the United States, Europe, and the Middle East, supporting customers in over 70 countries.

DroneShield's Amsterdam office serves as the company's European hub, supporting regional customers, partnerships, and growth across defence, security, and critical infrastructure markets.

About The Role

We are looking for a Customer Success Manager (EMEA) to support DroneShield’s growing partner ecosystem across the region, while also engaging directly with selected strategic end customers where required. This is a partner-first, post-sales role focused on onboarding, partner enablement, renewals, customer lifecycle coordination, operational follow-through, escalation ownership, Salesforce discipline, and clear communication across internal and external stakeholders.

In this role, “partners” refers broadly to distributors, resellers, channel partners, integration partners, and other indirect sales or delivery partners within the DroneShield ecosystem.

The role report to Director of Channel & Distributor Management.

Responsibilities, Duties And Expectations

• Act as the primary post-sales point of contact for assigned partners and selected strategic end customers across EMEA
• Support onboarding, kick-off meetings, portal demonstrations, user training, account reviews, health checks, and renewal planning activities
• Guide partners and customers through Access Portal setup, administrator access, user management, navigation, and ongoing portal adoption
• Track software versions, subscriptions, entitlements, renewal dates, serial numbers, and lifecycle information
• Proactively coordinate renewal activities, prepare renewal overviews, and maintain accurate renewal forecasts in Salesforce
• Coordinate delivery updates, software updates, maintenance windows, RMAs, advanced replacements, return shipments, and repair lifecycle communications
• Own post-sales escalations alongside the relevant Sales Director, identifying the right internal stakeholders and following through until resolution
• Maintain accurate customer, partner, renewal, subscription, contact, activity, and account records in Salesforce
• Identify partner, customer, renewal, or expansion opportunities and hand qualified opportunities over to Sales

Qualifications, Experience And Skills

• 3–5 years of relevant professional experience; 5–8 years is preferred
• Experience in Customer Success, Partner Success, Account Management, Customer Operations, Sales Operations, or a similar customer-facing role
• Experience working with partners, distributors, resellers, channel partners, or indirect sales models
• Strong ability to manage post-sales relationships, coordinate across departments, and drive open actions to resolution
• Hands-on CRM experience, preferably Salesforce, including customer records, renewals, activity tracking, account updates, and forecasting
• Strong communication, organisation, problem-solving, stakeholder management, and follow-through skills
• Commercial awareness with the ability to identify renewal risks and qualified expansion opportunities
• Experience in high-growth technology, defence, security, government, critical infrastructure, telecommunications, aerospace, or software/SaaS environments is advantageous

Language, location and travel

• Fluent English and fluent Dutch are mandatory
• Spanish and/or additional European languages are preferred
• Based in the Netherlands, within reasonable commuting distance of the Amsterdam office
• Primarily office-based, with flexibility to work from home where appropriate.
• Ability to travel across EMEA up to approximately 25%, subject to business needs
• Comfortable working with global stakeholders across multiple time zones, including occasional early-morning or late-afternoon meetings with colleagues in Australia

Success criteria

Success in this role will be measured by strong partner and customer satisfaction, proactive renewal management, accurate Salesforce data, timely resolution of inquiries, clear ownership of post-sales actions, effective onboarding and portal adoption, and improved visibility across the customer and partner lifecycle.

Data Privacy

DroneShield Group Pty Ltd collects and processes personal information for recruitment and hiring purposes. Where applicable, personal information is processed on the basis of DroneShield's legitimate interests in assessing and selecting candidates for employment. For further information regarding how we collect, use, disclose, store and retain personal information, including your privacy rights, please refer to our Privacy Policy: https://www.droneshield.com/privacy-policy

This is an anticipated salary range for this role in the Netherlands. It does not include holiday allowance. Actual salary varies due to factors that may include but not limited to relevant experience, skills, certifications and location.

€65.000—€75.000 EUR