Customer Success Manager

Responsibilities

• Collaborate with Project Managers to ensure smooth handovers from implementation to steady-state support.
• Act as the primary point of contact for customers post-delivery, ensuring alignment with SLA and warranty commitments.
• Serve as the first-level escalation point for service requests and coordinate rapid restoration during critical system failures.
• Synthesize client feedback and support ticket data into actionable insights for Success, Sales, and Product teams.
• Oversee the health of service and support subscriptions to ensure long-term customer value and retention.
• Analyze KPIs and customer satisfaction scores to provide periodic performance reports to management.
• Work with Service Engineering to oversee Life Cycle Support and Spares Management.
• Identify opportunities for system renewals and additional sales to support the Sales Team.

Requirements

• BA in Engineering or Business, complemented by technical training.
• 3+ years of experience in customer service management, preferably in high-tech or industrial environments.
• Knowledge of ILS/LSA principles and the ability to translate technical metrics into Operational Availability.
• Expertise in SLA management, commercial contracts, Jira, and CRM tools.
• Proficiency in both Dutch and English.
• Possession of a Driver's License B and willingness to travel occasionally (1-2 times per month).
• A "Mission-First" mindset with strong de-escalation and cross-cultural communication skills.

Preferred Qualifications

• Background in the defense industry.
• Experience managing complex hardware/software systems in harsh environments.

Benefits

• Working for a Great Place to Work® certified company.
• Comprehensive pension plan and commuting allowance.
• 30 days of paid holiday leave (with the option to purchase more).
• Professional development through training and certifications.
• High-quality work equipment including laptop, monitor, and noise-canceling headphones.
• An international, high-performance team culture with regular social events.

About the Company

Robin Radar is a technology leader in the tracking and classification of small objects. We combine purpose-built radars with unique software algorithms to increase the safety of people and wildlife, protecting critical infrastructure against drones and preventing bird strikes in aviation. We are one of the fastest-growing companies in the Netherlands, driven by our core values: We trust, We own it, and We aim high.