ICEYE

Director of Customer Success – Missions

ICEYE

full-time

Posted on:

Location Type: Hybrid

Location: Espoo • 🇫🇮 Finland

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Job Level

Lead

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer engagement modelKPI measurementroot-cause analysisproduct improvementB2B business processescommercial program managementdata-driven decision makingnet revenue retentionNPS measurementcross-functional collaboration
Soft skills
strategic thinkingcustomer engagementintellectual firepowerpassionwork ethicownershipactionteam playerintegritygrowth mindset