# Customer Success Manager (R5292)

**Company**: Shield AI
**Location**: Athens
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Defense

**Apply**: https://jobs.lever.co/shieldai/cff8700d-066e-4175-9b2b-642aa7cbf120?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_055e357d-61d

## 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.

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.

Key responsibilities include:

- Serving as the primary on-site customer success and support lead for Shield AI aircraft products and services in Greece.

- Coordinating intake, triage, coordination, and follow-through for customer feedback, service needs, technical issues, operational support requests, and recurring customer concerns.

- Building trusted customer relationships by maintaining clear communication, setting expectations, following through on commitments, and escalating issues with urgency.

- Advocating for the customer within the Aircraft Division, ensuring field feedback, operational needs, and mission requirements inform product, support, sustainment, and service priorities.

- Supporting integration of Shield AI aircraft products and services into customer fleets, operating models, training environments, maintenance processes, and mission workflows.

- Tracking customer health indicators, identifying blockers, risks, and gaps that could affect customer readiness, mission success, product adoption, or long-term sustainment.

- Assisting with sustainment program development to ensure customer support models, logistics flows, spares planning, training needs, and service processes meet operational requirements.

- Facilitating shipping, logistics, field support, maintenance coordination, and service execution for customer sites.

- Providing customer-specific insights, operational context, atmospherics, and engagement updates to Account Executives, Program Managers, Business Development, Product, and Sustainment teams.

- Supporting customer reviews, operational updates, lessons learned, readiness discussions, issue reviews, and recurring engagement rhythms.

- Ensuring customer issues are documented, prioritized, communicated, and driven to closure through the appropriate support, engineering, sustainment, or program channels.

- Helping customers move from initial product integration to sustained operational use, repeatable support processes, and long-term mission success.

- Representing Shield AI professionally in customer-facing, international, operational, and high-pressure environments.

The ideal candidate has:

- 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.

- 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.

Preferred qualifications include:

- 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.

## Skills

### Required
- customer success
- customer service
- technical support
- field support
- aviation operations
- defense technology
- operations
- product support

### Nice to have
- Group 3–5 UAS products
- aircraft operations
- aviation sustainment
- aircraft integration
- fielded autonomous systems
- Modern Greek language skills

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/shieldai/cff8700d-066e-4175-9b2b-642aa7cbf120?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)