We are seeking a Customer Success & Support Manager to join the defence-tech product team specializing in autonomous unmanned systems and sensor technologies for defense and civilian use.
In this role, you will lead and coordinate the entire customer lifecycle - from product delivery and onboarding to stable operation and continuous improvement. This role combines elements of customer success, operations, and technical coordination. You will manage client relationships, ensure smooth communication between customers and internal teams, and drive process excellence and customer satisfaction.
• Plan, coordinate, and supervise customer operations from delivery to stable system performance.
• Oversee the full customer journey, including onboarding, training, technical support, product updates, and modernization.
• Manage incoming customer requests and incidents, ensure timely resolution, and coordinate escalations
with R&D and production teams.
• Monitor system performance, analyze recurring issues, collect field experience, and provide structured
feedback to development teams.
• Oversee regular customer feedback collection, assess satisfaction levels, and initiate improvement
projects to enhance product and service quality.
• Coordinate development and implementation of operational standards, user documentation, knowledge
bases, and response procedures.
• Lead customer training initiatives and prepare concise technical guidelines and manuals.
• Present new features and product enhancements to customers.
• Maintain accurate customer records, documentation, and reporting.
• 5+ years of proven experience in customer success or service delivery management.
• Strong process coordination skills.
• Excellent communication, leadership, and stakeholder management abilities.
• Experience working cross-functionally with technical teams (R&D, Production, Software).
• Analytical mindset and ability to translate field feedback into actionable improvements.
• Proven track record of improving customer satisfaction, SLA compliance, or retention metrics
• Fluent in English and Ukrainian (written and spoken).
• Experience in the defense, manufacturing, or technology sector.
• Background in system integration, field support, or operational management.
• Ability to design and optimize customer service processes.
▪ High-impact role shaping next-generation defense technologies.
▪ Close collaboration with military end-users and real-world field deployments.
▪ Modern technical equipment.
▪ Fast-paced work environment with minimal bureaucracy.
▪ Opportunities for professional development, including programs in Germany.
▪ Competitive salary and flexible working hours.
▪ Exemption from mobilization (if required).
- Build open and honest relationship – we strive to create strong relationships between all our members so that everyone feels comfortable to contribute in every way they can. This allows us to have a diversity of ideas, opinions, and viewpoints that give us a better chance of succeeding and making a positive impact as a company.
- Be Creative and Open-Minded – it’s important to take risks and embrace your creativity. You may end up making mistakes, but if you don’t make any mistakes, that only means that you haven’t taken any risks. We don’t want to be complacent – we want to aim for more.
- Always grow and learn – we believe that everyone should be constantly trying to grow from a personal and professional standpoint. By pushing our employees to unlock their full potential, we’ll help them achieve a greater level of fulfillment.
- Do More with Less – by doing more with less, we mean that there’s always room for improvements and often for improvement is not much needed.
- Treat others the same way you want to be treated – we’ve learning to take nothing for granted. It’s important to stay humble, carry ourselves with quiet confidence, and treat others the same way that we want to be treated.
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