Customer Success Manager B2B

Intelic is building the operating system for Europes 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.

About the Role

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 Europes unmanned systems.

What You Will Be Doing

Client Management

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

Retention & Churn Prevention

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

Commercial Awareness

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

Building the Function

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

What We Are Looking For

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.

You will bring:

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

A bonus if you also bring:

Experience in defense hardware manufacturing or the broader defense technology ecosystem

Experience setting up a Customer Success function from scratch

What Success Looks Like

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

Why Join Intelic

You will be working on something that matters technology that has real operational impact in active defense contexts

This is a foundational role at a genuine inflection point you will shape the function not inherit it

You will work closely with a tight commercial team and have direct access to leadership

Amsterdam-based with a genuinely international team that operates across multiple languages and geographies

What We Offer

Our Amsterdam office is at NDSM a former shipyard on the IJ raw industrial architecture open space and views over the water

25 vacation days per year (full-time)

Sports membership

Bike plan

Pension

Travel reimbursement

Stock appreciation rights (SAR)

We look forward to receiving your application and getting to know you. If you have any questions please contact our recruiter Liliia at .

We look forward to receiving your application and getting to know you. If you have any questions please contact our recruiter Mitchell at