Manager Customer Success - C-UAS

Job description

Lead our C-UAS team – build high-value partnerships that keep next-level radar deployments secure. As our Manager of Customer Success, you guide the long-term relationships during our post-sales lifecycle. You lead an inclusive crew covering onboarding, training, project delivery and system implementation. Your team ensures every radar system is deployed with operational excellence and safety. Reporting to the Head of Services and Project Management, you turn users into ambassadors. RESPONSIBILITIES - Team Leadership and Development: Lead and develop an inclusive crew through coaching and active performance management. Manage capacity and specialist allocation to guarantee high-quality delivery for our growing customer base. - Service Excellence and Escalation: Guarantee service excellence by meeting all SLA and warranty obligations consistently. Manage customer expectations closely and serve as the primary escalation point for major technical issues. - Customer Insights and Optimization: Establish formal processes to relay vital customer insights to internal technology teams. Ensure feedback from the field directly integrates into new feature development and system improvements. - Strategic Partnerships and Alignment: Partner with Sales to align our service strategies with broader commercial business goals. Support renewals and upsell proposals while validating technical solutions before implementation. - Training and Curriculum Delivery: Oversee the development and high-standard delivery of our customer training curricula. Ensure our global users get maximum value from our complex radar systems. REQUIREMENTS - BA or higher degree in Engineering, Business Administration, or a relevant technical field - 6+ years of experience in customer-facing roles within the industrial or technology sector - 3+ years of experience successfully leading and coaching customer services or support teams - Strong understanding of product lifecycle management and contract management for complex technical products - Familiarity with export controls, dual-use regulations, or defence security clearance processes - Proficiency with service management software like Jira and modern CRM systems - Demonstrated ability to de-escalate stressful situations while maintaining a calm mindset - Fluency in written and spoken English, with Dutch language skills considered a significant asset - Willingness to travel regularly for customer visits and international on-site support 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. Also please be aware that we will request a Certificate of Conduct (VOG) and conduct a background check according to our screening policy. We appreciate your understanding and cooperation in this matter. WHAT’S IN FOR YOU - Working for a Great Place to Work® https://www.greatplacetowork.nl/en/certification/certified/robin-radar-systems certified company; - Comprehensive pension plan; - Commuting allowance; - 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 fastest‑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.