Customer Success Manager AIRS

Advanced Infrared Solutions (AIRS) formerly American Infrared Solutions was acquired by Anduril Industries in 2025 and now operates as part of the Imaging Business Line. For more than 10 years AIRS has designed and built world-class high-performance cooled infrared cameras and subsystems including critical components such as Integrated Dewar Cooler Assemblies (IDCAs). From its site in Hudson NH AIRS is expanding to supply these critical components both internally to Andurils Imaging products and externally to serve as a merchant supplier to the broader defense space and commercial industrial base. Growing the external merchant supplier business alongside internal production is a core strategic priority for the Business

As the Customer Success Manager you will own the end-to-end customer experience for post-sale repairs and upgrades ensuring units are tracked accurately and shipped on time. You will act as the vital bridge connecting customers production shipping/receiving and supply chain teams. Your mission is to transform a reactive delay-prone process into a reliable proactive engine that protects and grows our existing accounts. By driving RMAs to resolution against committed turnaround targets you will directly safeguard customer satisfaction and retention.

• Act as the primary customer contact and single point of accountability for all post-sale RMA activities and customer relationships.
• Track the status and physical location of RMA units in ERP and PLM systems (Oracle/Odoo and Teamcenter/Forge) to ensure absolute data accuracy.
• Deliver proactive transparent status updates to customers throughout the production shipping and return lifecycle.
• Coordinate with the head of operations TPMs and production staff to resolve priority conflicts and align customer messaging.
• Forecast material needs and collaborate with the supply chain team to secure necessary kits and purchase orders.
• Oversee shipping/receiving activities to ensure units are properly documented ATP tested packaged and dispatched on schedule.
• Identify recurring drivers of delays flag systemic issues to production and operations and recommend process improvements to reduce late shipments.
• Issue detailed repair reports containing corrective actions for customers and coordinate with the front office for invoicing and shipping authorizations.

• 3 years of experience in production coordination customer success account management or program coordinationideally in a manufacturing hardware defense or aerospace environment.
• A proven track record of managing and improving on-time delivery RMA/returns or service-level commitments.
• Comfort navigating ERP and PLM/production-tracking systems (such as Oracle Odoo Teamcenter Forge or equivalents) to track physical units.
• Strong customer-facing commercial experience with the ability to deliver both good and bad news clearly and early.
• Exceptional communication skills with the ability to translate complex details simply across working-level engineers finance partners and executive leadership.
• Strong cross-functional coordination skills with production shipping/receiving and supply chain teams.
• High attention to detail with the ability to track dozens of daily activities and drive issues to closure.
• The ability to remain calm under pressure prioritize effectively and reassure customers during challenging situations.
• Familiarity with infrared imaging detectors or precision hardware (such as cooled/uncooled infrared cameras IDCAs focal plane arrays or EO/IR sensors) is highly preferred.
• Familiarity with defense-industry compliance (including DFARS ITAR and export control) is a plus.
• Eligible to obtain and maintain an active U.S. Secret security clearance.

The salary range for this role is an estimate based on a wide range of compensation factors inclusive of base salary only. Actual salary offer may vary based on (but not limited to) work experience education and/or training critical skills and/or business considerations. Highly competitive equity grants are included in the majority of full time offers; and are considered part of Andurils total compensation package. Additionally Anduril offers top-tier benefits for full-time employees including:

At Anduril we invest in our people. Our comprehensive competitive benefits package (available at little to no cost to employees) ensures youre supported in health recovery and whatever comes next.For more information Explore Our Benefits.

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