Director of Customer Success, Missions at ICEYE INFORMATION SOLUTIONS UK LTD

Espoo, Uusimaa, Finland -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Thinking, Customer Engagement, Team Leadership, Process Discipline, Cross-Functional Collaboration, Commercial Acumen, Data-Driven Engagement, Customer Value Maximization, Problem Solving, Communication, Integrity, Growth Mindset, Collaboration, Resilience, Accountability, Innovation

Industry

Defense and Space Manufacturing

Description

Department: Missions Line of Business Location: Espoo, Finland Reports to: SVP of Mission LoB Employment type: Permanent Working type: Hybrid (3 days per week at office) Employment is subject to applicable security screening (incl. SUPO, where required) The Mission of the Director of Customer Success: 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. Who we are ICEYE delivers space-based intelligence, surveillance, and reconnaissance (ISR) capabilities to governments and allied nations. This includes sovereign and turnkey ISR missions leveraging ICEYE’s world-leading synthetic aperture radar (SAR) satellite technology, as well as access to data from the world’s largest SAR satellite constellation. These capabilities enable partners to detect and respond to critical changes anywhere on Earth with unprecedented speed and accuracy – day or night and in any weather, supported by ultra high-resolution imagery and high-frequency revisits. As a trusted partner for defense, intelligence, security, and maritime domain awareness, ICEYE’s near real-time data creates a tactical advantage for mission-critical operations. Designed for dual use, the platform also serves civil protection and commercial users for natural-catastrophe intelligence, insurance, maritime monitoring (including oil-spill detection), and finance, contributing to global security and community resilience. ICEYE operates internationally with offices in Finland, Poland, Spain, Japan, the UAE, Greece, and the US. The company has more than 900 employees, inspired by the shared vision of improving life on Earth by becoming the global source of truth in Earth Observation. Expected outcomes & requirements Outcomes: 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 Role-specific competences 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 Missions key competences In addition to the requirements above, we evaluate candidates on these key qualities throughout the hiring process: 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. What we offer at ICEYE At ICEYE, you will join a diverse and highly engaged team united by the ambition to make the impossible possible. We know that we will succeed only through exceptional people in our team — which is why your growth, wellbeing, and success are a priority. As a global scale-up, we combine speed and ambition with the opportunity to take real ownership from day one. You will benefit from continuous professional development, training opportunities, and a culture that values collaboration, curiosity, and integrity. ICEYE is a place where your contributions have a visible impact, and where we celebrate success together. 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 Our commitment to diversity, equity, and inclusion At ICEYE, we believe that diversity isn't just a buzzword – it's our greatest asset. We're committed to fostering an inclusive environment where every voice is not only heard but celebrated. We know that diverse perspectives breed innovation and creativity, which is why we actively seek out individuals from all walks of life, backgrounds, and experiences. Whatever your background, we want you to bring your authentic self to the table. Join us and be part of a team where differences are not only embraced but cherished, because together, we're stronger. We welcome applications from people of all backgrounds, including those who may need workplace adjustments. If you require any specific accommodations or assistance during the recruitment process for any reason, please let us know. Apply now to start your ICEYE journey, and help us continue to make the impossible possible together. Read more about ICEYE and working with us at iceye.com.

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Responsibilities

Ensure that Missions customers realize maximum value from their ICEYE solutions and drive the broadening and deepening of business relationships. Act as the central orchestrator of customer engagement across commercial program management, delivery, and support teams.