Customer Success Manager - EMEA (EU)

About the role

We are looking for a Customer Success Manager (EMEA) to support DroneShield’s growing partner ecosystem across the region, while also engaging directly with selected strategic end customers where required. This is a partner-first, post-sales role focused on onboarding, partner enablement, renewals, customer lifecycle coordination, operational follow-through, escalation ownership, Salesforce discipline, and clear communication across internal and external stakeholders.

In this role, “partners” refers broadly to distributors, resellers, channel partners, integration partners, and other indirect sales or delivery partners within the DroneShield ecosystem.

The role report to Director of Channel & Distributor Management.

Responsibilities, Duties and Expectations 

• Act as the primary post-sales point of contact for assigned partners and selected strategic end customers across EMEA
• Support onboarding, kick-off meetings, portal demonstrations, user training, account reviews, health checks, and renewal planning activities
• Guide partners and customers through Access Portal setup, administrator access, user management, navigation, and ongoing portal adoption
• Track software versions, subscriptions, entitlements, renewal dates, serial numbers, and lifecycle information
• Proactively coordinate renewal activities, prepare renewal overviews, and maintain accurate renewal forecasts in Salesforce
• Coordinate delivery updates, software updates, maintenance windows, RMAs, advanced replacements, return shipments, and repair lifecycle communications
• Own post-sales escalations alongside the relevant Sales Director, identifying the right internal stakeholders and following through until resolution
• Maintain accurate customer, partner, renewal, subscription, contact, activity, and account records in Salesforce
• Identify partner, customer, renewal, or expansion opportunities and hand qualified opportunities over to Sales

Qualifications, Experience and Skills 

• 3–5 years of relevant professional experience; 5–8 years is preferred
• Experience in Customer Success, Partner Success, Account Management, Customer Operations, Sales Operations, or a similar customer-facing role
• Experience working with partners, distributors, resellers, channel partners, or indirect sales models
• Strong ability to manage post-sales relationships, coordinate across departments, and drive open actions to resolution
• Hands-on CRM experience, preferably Salesforce, including customer records, renewals, activity tracking, account updates, and forecasting
• Strong communication, organisation, problem-solving, stakeholder management, and follow-through skills
• Commercial awareness with the ability to identify renewal risks and qualified expansion opportunities
• Experience in high-growth technology, defence, security, government, critical infrastructure, telecommunications, aerospace, or software/SaaS environments is advantageous

Language, location and travel

• Fluent English and fluent Dutch are mandatory
• Spanish and/or additional European languages are preferred
• Based in the Netherlands, within reasonable commuting distance of the Amsterdam office
• Primarily office-based, with flexibility to work from home where appropriate.
• Ability to travel across EMEA up to approximately 25%, subject to business needs
• Comfortable working with global stakeholders across multiple time zones, including occasional early-morning or late-afternoon meetings with colleagues in Australia

Success criteria

Success in this role will be measured by strong partner and customer satisfaction, proactive renewal management, accurate Salesforce data, timely resolution of inquiries, clear ownership of post-sales actions, effective onboarding and portal adoption, and improved visibility across the customer and partner lifecycle.

Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.

#714