Founded in 2015, Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software and V-BAT and X-BAT aircraft. With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn, X, Instagram, and YouTube.
Job 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. This role will be the customer’s first touchpoint for support needs, technical issue coordination, feedback intake, service execution, and cross-functional follow-through across Shield AI aircraft product lines.
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.
This role requires strong customer judgment, operational discipline, technical fluency, and the ability to coordinate across functions without direct authority. The ideal candidate has experience supporting military, government, international, aviation, UAS, or mission-critical technology customers and can operate effectively in field, operational, headquarters, and cross-cultural environments.
What you'll do:
Serve as the primary on-site customer success and support lead for Shield AI aircraft products and services in Greece.
Own intake, triage, coordination, and follow-through for customer feedback, service needs, technical issues, operational support requests, and recurring customer concerns.
Coordinate cross-functional support workflows across Product Support, Sustainment, Engineering, Flight Operations, Product Delivery, Program Management, Logistics, Business Development, and Customer Success.
Build trusted customer relationships by maintaining clear communication, setting expectations, following through on commitments, and escalating issues with urgency.
Advocate for the customer within the Aircraft Division, ensuring field feedback, operational needs, and mission requirements inform product, support, sustainment, and service priorities.
Support integration of Shield AI aircraft products and services into customer fleets, operating models, training environments, maintenance processes, and mission workflows.
Track customer health indicators, including issue resolution time, support responsiveness, operational readiness, adoption, satisfaction, recurring concerns, and support trends.
Identify blockers, risks, and gaps that could affect customer readiness, mission success, product adoption, or long-term sustainment.
Assist with sustainment program development to ensure customer support models, logistics flows, spares planning, training needs, and service processes meet operational requirements.
Facilitate shipping, logistics, field support, maintenance coordination, and service execution for customer sites.
Provide customer-specific insights, operational context, atmospherics, and engagement updates to Account Executives, Program Managers, Business Development, Product, and Sustainment teams.
Support customer reviews, operational updates, lessons learned, readiness discussions, issue reviews, and recurring engagement rhythms.
Ensure customer issues are documented, prioritized, communicated, and driven to closure through the appropriate support, engineering, sustainment, or program channels.
Help customers move from initial product inte