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.
Why join Shield AI:
- Help build the defining defence technology company of this century.
- Work at the forefront of AI, autonomy, and next-generation defence systems.
- Operate in a highly entrepreneurial and mission-driven environment.
- Make a direct impact on international growth and strategic defence partnerships.
- Collaborate with exceptional teams solving some of the world’s most complex operational challenges.
Skills Required
- 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; ability to build trust, manage expectations, 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
- Experience working with commercial, government, military, or defense organizations in Greece
- Modern Greek and English language skills; additional relevant foreign language skills
- 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
- 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
What the Team is Saying
Shield AI Compensation & Benefits Highlights
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Healthcare Strength — Company materials describe excellent medical, dental, and vision coverage alongside a mental‑health EAP. Site perks such as an onsite gym in DC and a gym discount in San Diego support a health‑focused offering.
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Retirement Support — Careers materials highlight a 401(k) with company match as part of the standard package. A Total Rewards overview emphasizes retirement features within a broader, transparent compensation view.
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Career-Linked Recognition & Rewards — Compensation for in‑demand technical and senior go‑to‑market roles is described as competitive, with visible engineering ranges and top‑end packages. This points to meaningful upside tied to role, level, and scarce skills.
Shield AI Insights
What We Do
At Shield AI, you won't wait years to see your work reach the field. You'll build hardware and software that operates in the real world right now, in the hands of the people who depend on it. Hivemind, our AI pilot, has been flying since 2018. It has flown more than 30 platforms, including an F-16, and it now sits under a U.S. Air Force production contract for Collaborative Combat Aircraft. When you write code or shape a system here, you contribute to technology with a proven flight record and a clear production future. V-BAT flies intelligence, surveillance, and reconnaissance missions with an operational record that stretches from Ukraine to the Indo-Pacific. It delivers eyes where they matter most, in the most demanding conditions on earth. The teams behind it watch their work get tested where the stakes are real. X-BAT takes its first flight this year. It's an AI-piloted fighter that needs no runway, built to operate where traditional aircraft can't. Join now and you help shape a program at its earliest, most formative stage. That's the kind of ground-floor work that defines a career. Do the most impactful work of your life, on problems that matter. Autonomy at this level asks a lot of you. You'll take on problems in perception, planning, and control that few teams anywhere are equipped to solve. You'll work across disciplines, from aerospace and robotics to machine learning and systems engineering, alongside people who hold themselves to an exacting standard and expect the same from you. Our mission is clear: protect service members and civilians with intelligent systems. That purpose runs through every decision, every design review, and every deployment. It's why the work here carries a weight you can feel. Ready to join our mission? Explore our open roles and find where you fit.
Why Work With Us
Founded in 2015 by a former Navy SEAL, Shield AI builds AI pilots and uncrewed aircraft. Veterans aren't an afterthought here, they're at every level. It's why the work carries weight: AI pilots and uncrewed aircraft flying real missions, from Ukraine to the Indo-Pacific, protecting service members and civilians.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
