Customer Success Manager B2B

Intelic is building the operating system for Europe's unmanned systems — deployed in active operations, integrated with NATO, and growing fast. Our platform, Nexus, is a C2 system for heterogeneous drone fleets that keeps working where comms break down and GPS drops out. We work directly with leading drone manufacturers and defense hardware companies across Europe.

In defense, your reputation is your pipeline. The relationships you build after a contract is signed matter just as much as the ones that got you there. You are the kind of person who takes genuine ownership of the clients in your care — not just the tasks, but the outcomes. You are organised enough to keep complex accounts manageable, perceptive enough to spot a problem before it surfaces, and composed enough to hold a relationship together when things get difficult. You know that the best client relationships are built on consistency, not heroics. This is a foundational hire. Customer Success at Intelic is being built from scratch, and you will be the one to build it. That means defining how we onboard, how we retain, how we escalate — and eventually, how we grow a team around you. You will work closely with the sales team, taking over accounts once contracts are signed and integrations are complete, and owning the relationship from there. Your accounts will be the hardware manufacturers and defense OEMs that power Europe's unmanned systems.

• Own the customer relationship from onboarding to renewal, acting as the primary point of contact for your accounts

• Build strong, trusted relationships with key stakeholders across client organisations — from technical leads to commercial decision-makers

• Monitor account health, identify risks early, and act on them before they become problems

• Ensure clients are getting value from Nexus and that the terms of the contract are being executed correctly

• Lead renewal processes and secure long-term partnerships in close collaboration with the sales team

• Build playbooks and escalation processes that create consistency as we scale

• Centralise client communication so nothing falls through the cracks across multiple stakeholders and layers

• Identify upsell and expansion opportunities and flag them back to the sales team

• Contribute to revenue growth through thoughtful account management — not by selling, but by making sure clients see the value that makes renewal obvious

• Define KPIs, processes, and frameworks for Customer Success at Intelic

• Set up scalable onboarding and success workflows that work for a complex, technical client base

• Lay the groundwork for a team — this role has a clear path to leading it

This is a senior hire. We are looking for someone who has done this before — in a complex B2B environment, ideally in SaaS or a technical product — and who is ready to build something from the ground up rather than step into an existing structure.

• 5+ years in Customer Success, Account Management, or a similar client-facing role in a B2B environment

• A proven track record in retention — you know what good looks like and you know how to get there

• Experience working with technically complex products and clients who expect real expertise

• Strong communication skills in English — additional European languages are a genuine advantage

• A structured, proactive working style — you manage your accounts, your time, and your priorities without being chased

• Ambition to build and eventually lead a team

• Experience in defense, hardware manufacturing, or the broader defense technology ecosystem

• Experience setting up a Customer Success function from scratch

In your first year, you will be expected to:

• Take ownership of key accounts and ensure a smooth transition from sales

• Establish the core processes and frameworks that will define how Customer Success operates at Intelic

• Minimise churn by building strong, trusted relationships with clients and identifying risks early

• Create a clear escalation process so that technical and commercial issues are resolved quickly and consistently

• Lay the groundwork for growing a team around you