• Lead, develop and monitor the team's performance. • Conduct structured feedback and ongoing follow-up. • Build individual and collective development plans. • Develop new leaders within the operation. • Foster a high-performance, collaborative and accountable environment. • Design and optimize internal processes. • Ensure operational efficiency and scalability of the area. • Map bottlenecks, propose improvements and track their implementation. • Develop documentation, workflows, training and best practices. • Ensure compliance with SLAs and department KPIs. • Define, monitor and analyze operational metrics. • Ensure productivity, quality and efficiency of customer service. • Promote continuous improvement driven by data. • Manage production capacity and the intelligent distribution of work. • Work closely with the team and the operation. • Serve as a reference for attitude, commitment and execution. • Be present for the team's day-to-day challenges. • Report results, risks and opportunities to the executive board. • Anticipate issues before they impact operations. • Present action plans and structured solutions. • Lead continuous improvement projects and the evolution of the department.

• Serve as the single point of contact for assigned customers • Engage in substantive technical discussions with customers during ITO (Inquiry to Order) processes • Proactively identify customer needs and develop solutions aligned with business priorities • Develop detailed, customer-specific scopes of work tailored to equipment type and service requirements • Build comprehensive, man-loaded project schedules based on clearly defined scopes • Develop accurate job cost estimates grounded in detailed scheduling and resource planning • Lead end-to-end outage planning • Collaborate closely with Local Customer Team (LCT) members across functions • Apply a deep understanding of EHS and quality risks inherent to each scope of work • Actively participate in Daily Management meetings and team forums

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 integration to sustained operational use, repeatable support processes, and long-term mission success. - Represent Shield AI professionally in customer-facing, international, operational, and high-pressure environments. Required qualifications: - 5+ years of experience in customer success, customer service, technical support, field support, aviation operations, defense technology, operations, product support, or related mission-critical environments. - Experience supporting technology integration efforts at the fleet, service, operational unit, or enterprise level. - Experience working directly with military, government, defense, aviation, or mission-critical technology customers. - Experience supporting international customers or operating in multilingual, cross-cultural, or geographically distributed environments. - Strong customer-facing communication skills, with the ability to build trust, manage expectations, communicate clearly, and remain composed in high-pressure situations. - Strong cross-functional coordination skills across technical, operational, programmatic, logistics, sustainment, and customer-facing teams. - Ability to coordinate issue resolution across multiple stakeholders without direct authority. - Ability to translate customer needs, field feedback, and operational issues into clear actions, priorities, risks, and escalation paths. - Ability to operate effectively in customer-site, field, headquarters, and remote coordination environments. - Strong ownership, follow-through, judgment, professionalism, and discretion in customer-facing situations. - Ability to manage ambiguity, changing priorities, operational urgency, and customer-sensitive issues with discipline and maturity. Preferred qualifications: - Experience working with commercial, government, military, or defense organizations in Greece. - Modern Greek and English language skills; additional relevant foreign language skills preferred. - Experience with Group 3–5 UAS products, aircraft operations, aviation sustainment, aircraft integration, defense technology, or fielded autonomous systems. - Experience supporting deployed operations, field service, customer training, operational readiness, product integration, or sustainment activities. - Familiarity with ITAR, export compliance, export-controlled technical data, or controlled technology considerations in customer interactions. - Familiarity with customer success, CRM, issue tracking, logistics, sustainment, reporting, or support management tools. - Experience working with program management, business development, engineering, logistics, and sustainment teams in support of international defense customers. #LC Our international teammates receive a comprehensive total rewards package aligned to your country office location. For full details on compensation and benefits, please consult your talent acquisition partner.

Role Description WellTheory is looking for a passionate, results-driven Senior Client Success Manager to build and nurture long-term partnerships with our enterprise clients as we scale. You’ll own day-to-day client relationships, ensuring exceptional service while driving engagement, retention, and measurable outcomes. You’ll serve as the strategic advisor to client stakeholders (HR, benefits, wellness, and medical directors), translating their goals into successful partnership outcomes. This is a cross-functional role that collaborates closely with Sales, Product, Operations, Engineering, and Care — and reports to the Co-founder, Operations. - Build trusted relationships with client stakeholders and act as their strategic advisor - Drive utilization, engagement, and adoption of WellTheory's programs - Deliver data-driven business reviews with insights and recommendations - Secure renewals and identify expansion opportunities - Anticipate and resolve client issues with urgency and care - Contribute to playbooks and best practices as the Client Success function scales Spending time in person is a key part of building relationships, so this position will include travel as necessary and the ideal candidate should be willing to travel anywhere between 20-30% based on location. Qualifications - 7+ years of enterprise client success or account management experience, ideally in digital health, benefits, or adjacent B2B2C environments - Track record of driving retention, renewals, and expansion within complex client ecosystems - Relationship-driven communicator who builds deep trust with clients at every level - Ability to read the room, adapt style, and navigate sensitive conversations with professionalism and empathy - Strategic storyteller who turns data into insight and insight into action - Operationally excellent, managing complex projects end-to-end - Hands-on, entrepreneurial mindset, comfortable starting as a team of one - Adaptable and resourceful, bringing creativity to problem-solving - Deep empathy for the autoimmune experience - Beginner's mindset, loves learning, and stays open-minded about new approaches Requirements - Bonus Points: - Called a "force of nature" with significant accomplishments - Direct experience in digital health or the autoimmune/chronic condition space - Experience building a Client Success function from the ground up at an early-stage startup Benefits - A team that genuinely cares about each other and the members we serve - A fully remote company that gathers every year for an annual retreat - A base salary range of $130,000 - $150,000 with meaningful equity and benefits