Position Overview

We are looking for a Head of Customer Success & Support to lead our technical customer-facing team and ensure customers can successfully operate, maintain and get long-term value from our  deployed systems. In this role, you will connect customers, field operations and internal teams, turning real-world issues and feedback into reliable support, stronger processes and better product decisions.

What You Will Be Doing:

• Lead and coordinate the Customer Success & Support team, balancing priorities across customer support, field operations, demonstrations, trials, exercises, training and internal requests.

• Own the customer support function, ensuring issues are assessed, assigned, escalated and resolved effectively, with clear ownership and communication.

• Oversee the lifecycle of deployed customer systems, including maintenance, upgrades, recalls and hardware/software updates.

• Coordinate new system handovers, making sure systems, documentation and training are ready for customers.

• Own and continuously improve end-user training, including planning, materials, delivery standards and feedback.

• Plan and coordinate field activities such as customer demonstrations, trials, expos, military exercises and development/QA testing.

• Ensure our demo and field systems are operationally ready, including configuration, equipment availability, logistics and maintenance.

• Own key CSS processes and KPIs, including response and resolution times, customer satisfaction, system availability, recurring issues, training feedback and field readiness.

• Build a structured feedback loop between customers and Product Management so field observations and recurring needs help shape product and lifecycle decisions.

• Develop the team through specialization, cross-training, knowledge sharing, documentation and effective backup coverage.

What We Are Looking For:

• Proven experience leading a technical, customer-facing team.

• Strong understanding of integrated hardware-software systems and the ability to work with issues across both areas.

• Excellent troubleshooting and problem-solving skills, with the ability to bring structure to ambiguous technical or field issues.

• Strong planning and prioritization skills, especially when resources are limited and priorities compete.

• Excellent customer and stakeholder management skills, including the ability to coordinate effectively with Product, Engineering, Production, Supply, Sales and other teams.

• Experience with customer support and the lifecycle management of deployed systems.

• A strong sense of ownership and the ability to make decisions and operate independently.

• Clear written and verbal communication skills in English.

• A valid driving licence and willingness to travel internationally for deployments, training, demonstrations, trials and exercises.

• Experience in defence, security, aerospace, robotics or unmanned systems would be an advantage.

What We Offer:

• Meaningful work that supports our mission to create a safer and more secure world.

• The opportunity to work with a talented team and contribute to the development of innovative technologies and solutions.

• Flexibility in how and where you work, depending on role and project needs.

• Opportunities for professional growth and skills development as the company and projects evolve.

• Recognition for helping grow the team through employee referrals.

• A focus on employee well-being, including access to health- and sports-related benefits.

• Social activities and team events that strengthen collaboration and team spirit.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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