Customer Success Manager (AU)

Work with cutting edge technology, making the world a safer and more secure place. DroneShield (ASX:DRO) offers an opportunity to solve some of world’s most challenging technical problems in the Electronic Warfare, Artificial Intelligence and Machine Learning, RF sensing, Sensor Fusion and distributed systems. Working with high profile customers across militaries, government agencies, airports, critical infrastructure, law enforcement and many others.

With one of the largest listed defence company market capitalisations in Australia and having raised approximately $250m in 2024 alone, DroneShield is undergoing hypergrowth stage, fuelled by rapidly increasing use of drones for nefarious applications, from battlefield, to terrorism, to contraband delivery and commercial espionage.

This role is in the DroneShield Sydney headquarters in Pyrmont, Sydney. There are approximately 290 staff based in the 4,000sqm facility today, scheduled to grow to approximately 350 staff by end of 2026. Overseas on the ground presence includes Virginia (USA), Denmark, Germany and Dubai, as well as distributors in over 70 countries globally.

About the role

The Customer Success Manager serves as a key internal liaison, supporting the management of established customer accounts and ensuring smooth coordination across cross-functional teams. This role is pivotal in fostering strong client relationships, streamlining sales operations, and facilitating the timely delivery of solutions aligned with customer objectives.

Responsibilities, Duties and Expectations 

• Act as the primary internal point of contact for matters related to existing customer accounts, working closely with sales leads.
• Coordinate the preparation and submission of Requests for Information (RFIs) and tender responses in collaboration with technical writers.
• Support sales leads in nurturing and maintaining robust, long-term client relationships.
• Develop trusted advisor relationships with key clients, stakeholders, and sales partners.
• Ensure the on-time and successful delivery of products and services that meet client needs and strategic goals.
• Communicate progress on monthly and quarterly initiatives to both internal teams and external stakeholders.
• Manage client communications regarding software updates, new features, and product enhancements.
• Secure necessary documentation including vetting forms, compliance paperwork, and export control documents.
• Maintain and prepare detailed reports on account status, meetings, demos, and other relevant sales metrics.
• Track and manage payment milestones and coordinate invoicing to ensure timely payments.
• Collaborate with the sales team to identify, pursue, and grow opportunities in line with overall sales strategy.
• Provide support in resolving complex client issues and escalations when required.
• Work cross-functionally with departments such as shipping, operations, product, export controls, technology, and finance to ensure cohesive execution and service delivery.
• Citizenship due to travel requirements.

Qualifications, Experience and Skills 

• 4-6 years experience working in product account management/channel management/ sales associate/sales delivery manager/sales coordination manager.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Experience in sales administration or a similar role. Experience in fast moving technology and regulated goods is a plus.
• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). 
• Strong organizational and multitasking skills with the ability to prioritize tasks and meet deadlines in a fast-paced sales environment.
• Detail-oriented with a high level of accuracy in data entry and record-keeping.
• Problem-solving skills, a strong sense of responsibility and the ability to work independently as well as in a team environment.
• International experience.

Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.