Aircraft Customer Success Lead

Shield; Oslo; On-site; NOK 455,000 - 694,000; Full time

Job summary

Shield AI is seeking a Customer Success Manager to lead on-site support for Shield AI aircraft products in Greece. You will own intake, triage, and follow-through for feedback, issues, and service requests while coordinating across Product Support, Engineering, Logistics, and Finance teams to ensure timely resolutions and customer satisfaction.

The role requires strong cross-cultural communication skills and experience with international customers, including field operations and deployment

Qualifications

• 5+ years of experience in customer success, customer service, technical support, field support, aviation operations, defense technology, operations, product support, or related mission-critical environments.
• Experience working with military, government, defense, aviation, or mission-critical technology customers.
• Experience supporting international customers or operating in multilingual, cross-cultural, or geographically distributed environments.
• Strong customer-facing communication skills, with the ability to build trust, manage expectations, communicate clearly, and remain composed in high-pressure situations.
• Strong cross-functional coordination skills across technical, operational, programmatic, logistics, sustainment, and customer-facing teams.
• Ability to coordinate issue resolution across multiple stakeholders without direct authority.
• Ability to translate customer needs, field feedback, and operational issues into clear actions, priorities, risks, and escalation paths.
• Ability to operate effectively in customer-site, field, headquarters, and remote coordination environments.
• Strong ownership, follow-through, judgment, professionalism, and discretion in customer-facing situations.
• Ability to manage ambiguity, changing priorities, operational urgency, and customer-sensitive issues with discipline and maturity.

Responsibilities

• Serve as the primary on-site customer success and support lead for Shield AI aircraft products and services in Greece.
• Own intake, triage, coordination, and follow-through for customer feedback, service needs, technical issues, operational support requests, and recurring customer concerns.
• Coordinate cross-functional support workflows across Product Support, Sustainment, Engineering, Flight Operations, Product Delivery, Program Management, Logistics, Business Development, and Customer Success.
• Build trusted customer relationships by maintaining clear communication, setting expectations, following through on commitments, and escalating issues with urgency.
• Advocate for the customer within the Aircraft Division, ensuring field feedback, operational needs, and mission requirements inform product, support, sustainment, and service priorities.
• Support integration of Shield AI aircraft products and services into customer fleets, operating models, training environments, maintenance processes, and mission workflows.
• Track customer health indicators, including issue resolution time, support responsiveness, operational readiness, adoption, satisfaction, recurring concerns, and support trends.
• Identify blockers, risks, and gaps that could affect customer readiness, mission success, product adoption, or long-term sustainment.
• Assist with sustainment program development to ensure customer support models, logistics flows, spares planning, training needs, and service processes meet operational requirements.
• Facilitate shipping, logistics, field support, maintenance coordination, and service execution for customer sites.
• Provide customer-specific insights, operational context, atmospherics, and engagement updates to Account Executives, Program Managers, Business Development, Product, and Sustainment teams.
• Support customer reviews, operational updates, lessons learned, readiness discussions, issue reviews, and recurring engagement rhythms.
• Ensure customer issues are documented, prioritized, communicated, and driven to closure through the appropriate support, engineering, sustainment, or program channels.
• Help customers move from initial product integration to sustained operational use, repeatable support processes, and long-term mission success.
• Represent Shield AI professionally in customer-facing, international, operational, and high-pressure environments.

Skills

Customer success

Cross-functional coordination

Communication

Problem solving

Tools

CRM

Issue tracking

Logistics tools

Reporting tools

Job description

Shield AI is seeking a Customer Success Manager to lead on-site support for Shield AI aircraft products in Greece. You will own intake, triage, and follow-through for feedback, issues, and service requests while coordinating across Product Support, Engineering, Logistics, and Finance teams to ensure timely resolutions and customer satisfaction.

The role requires strong cross-cultural communication skills and experience with international customers, including field operations and deployment