Client Experience Manager serving as an advocate for LightEdge clients. Developing strategies for maintaining client retention and identifying growth opportunities while collaborating with sales.
About the role
- Director of Customer Success ensuring maximum value from ICEYE's solutions and fostering customer relationships. Overseeing engagement across program management, delivery, and support teams.
Responsibilities
- In this role you will ensure that Missions customers realize maximum value from their ICEYE solutions and drives broadening and deepening of our business relationships with them.
- You will acts as the central orchestrator of customer engagement across commercial program management, delivery, and support teams.
- Furthermore, you will build a scalable, data-driven customer engagement model that drives long-term customer value, mission outcomes, renewals, and expansions.
Requirements
- Deploy and execute Missions customer engagement model, team, processes, tooling and KPIs delivering >25% p.a. net revenue retention (NRR) growth through renewals and expansion
- Measure and deliver >70 NPS (via structured surveys), deliver root-cause analysis of detractors, and lead escalation resolution
- Act as the voice of the customer, delivering at least five product improvements or roadmap items per quarter directly from customers
- Strategic thinking and customer engagement experience, working at multiple levels of customer organizations, from technical users to C-level sponsors, while maximizing customer value through win-win solutions
- Experience of successfully building, leading and scaling a customer engagement model(s), team, processes, tooling, and KPIs in a recurring B2B business balancing people leadership, process discipline, and cross-functional collaboration
- Commercial acumen to identify and pursue renewal and expansion opportunities, feeding signals and aligning with the Sales, Program Management, and Product teams
- Intellectual Firepower: Rapidly comprehends, structures and synthesizes complex information, draws accurate conclusions, and communicates them with clarity.
- Passion & Work Ethic: Brings sustained motivation, resilience, and high personal standards to every challenge.
- Ownership & Action: Assumes full accountability for outcomes, acting decisively, and ensuring commitments are delivered.
- Team Player: Works collaboratively across teams, contributing to shared success, and engaging in constructive debate.
- Integrity & Growth Mindset: Operates with transparency and humility, learns from setbacks, and actively seeks opportunities to grow.
Benefits
- A job that matters in a dynamic Defence Technology and Earth Observation environment with a scale-up approach
- An independent role with a supportive and diverse work environment
- Occupational healthcare, occupational, and accident insurance
- A yearly benefit budget to spend as you wish (i.e. on sport, transport, bike benefit, wellness, lunch, etc.)
- Phone subscription with iPhone of choice
- Relocation support (i.e. flight tickets, accommodation, relocation agency support)
- Time for self-development, research, training, conferences, or certification schemes
- Inspiring and collaborating offices and silent workspaces enable you to focus
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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