Mission-Critical C-UAS Customer Success Manager

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

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