Customer Success Manager (R5292)

Job Description

• Founded in 2015, Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software and V-BAT and X-BAT aircraft. With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn, X, Instagram, and YouTube. Job Description: Shield AI is seeking a Customer Success Manager in Greece to serve as the primary customer-facing lead for aircraft product and service integration, operational support coordination, and long-term customer success. This role will be the customer’s first touchpoint for support needs, technical issue coordination, feedback intake, service execution, and cross-functional follow-through across Shield AI aircraft product lines. The Customer Success Manager will work closely with customers, Program Management, Product Management, Engineering, Flight Operations, Product Delivery, Sustainment, Logistics, Business Development, and Fleet Support to ensure customers are supported, issues are resolved with urgency, and Shield AI products are positioned to deliver sustained mission impact. This role requires strong customer judgment, operational discipline, technical fluency, and the ability to coordinate across functions without direct authority. The ideal candidate has experience supporting military, government, international, aviation, UAS, or mission-critical technology customers and can operate effectively in field, operational, headquarters, and cross-cultural environments.
• What you'll do: 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.
• Required 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 supporting technology integration efforts at the fleet, service, operational unit, or enterprise level. Experience working directly 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.
• Preferred qualifications: Experience working with commercial, government, military, or defense organizations in Greece. Modern Greek and English language skills; additional relevant foreign language skills preferred. Experience with Group 3–5 UAS products, aircraft operations, aviation sustainment, aircraft integration, defense technology, or fielded autonomous systems. Experience supporting deployed operations, field service, customer training, operational readiness, product integration, or sustainment activities. Familiarity with ITAR, export compliance, export-controlled technical data, or controlled technology considerations in customer interactions. Familiarity with customer success, CRM, issue tracking, logistics, sustainment, reporting, or support management tools. Experience working with program management, business development, engineering, logistics, and sustainment teams in support of international defense customers.
• #LC Our international teammates receive a comprehensive total rewards package aligned to your country office location. For full details on compensation and benefits, please consult your talent acquisition partner.
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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