Customer Success Manager

Janes empowers military, government, and defence leaders to act with confidence in an increasingly complex world. Our trusted defence, security, and geopolitical information delivered through seamless digital platforms and system integrations—turns overwhelming data into clear, actionable intelligence and insight. By filling critical information gaps, Janes helps customers analyse threats, accelerate decisions, and stay ahead of emerging challenges.

Job purpose:

A dynamic, challenging and exciting role has arisen for a dedicated Customer Success Manager & Trainer to join the Janes NATO Team driving trusted advisory, maturity and expansion of the Janes & NATO intelligence environments. We are seeking a highly driven professional that will need to be comfortable enhancing and providing data-centric OSINT intelligence products and training to existing and new customers within the NATO operations, planning and intelligence domain.

The incumbent will operate as a key component of the NATO Customer Success, through liaison and training, identifying intelligence requirements, solutions and administrative support to enhance the overall NATO - Janes relationship - with NATO as one of the most significant Strategic Partners of Janes.

The NATO Customer Success Manager & Trainer overriding purpose is to support the NATO security environment through direct stakeholder engagement, outreach, coordination, training & exercises, intelligence support as well as administration and progress reporting (internal).

Note: This role can be performed remotely within the Netherlands or on a hybrid basis from our Croydon office.

How you will contribute at Janes:

• You will work on a diverse and complex problem-set that requires analysis, advice, assistance and evaluation of multiple factors within the complex NATO operating environment.
• You will bring Military or Defence as well as digital or intelligence experience, a keen knowledge of NATO intelligence and/or digital operating models, stakeholder management acumen and an understanding of training and solutions.
• You will possess the vibrant network to engage with key stakeholders and influencers within NATO military and civilian contexts and be able to build trusted and enduring relationships across the NATO alliance as part of an expanding and maturing NATO Team.
• You will work alongside European & North American Business Development & Sales colleagues, Customer Success Managers, Product, Marketing and Demand Generation partners to create and manage NATO outreach action plans within defined segments to identify and deliver strategic and operational enhanced relations both near term months) and long term (2+ years).
• You will demonstrate the power of the Janes Tools, visit and train NATO audiences, provide administrative support to the NATO Team, analyse and assess intelligence requirements of the NATO Operations and Intelligence community and be an all-round team player on the NATO Team.

The ideal skills and experience for this role are:

• Customer Success/stakeholder engagement experience in NATO, Defence, National Security, intelligence and/or industry environments.
• High level of structured thinking and working, training expertise within the NATO, Defence Industry and/or National Security sectors.
• Previous experience of interacting with military & intelligence allies or partners in the defence community and understanding as well as administratively supporting their needs and portfolios.
• An understanding of the generic and specific challenges faced by analysts within NATO and/orNational Security sectors.
• Strong oral and written communication skills in English. Well organised, analytical, flexible, resilient and a positive mind-set. Team player with diplomatic skills as well as a strong sense of discretion.
• Trainer and Planner — administratively strong.
• NATO Security Clearance is a distinct advantage.
• Requirement for frequent travel — mostly scheduled ahead, though ad-hoc travel may occur.
• Citizen of one of the 32 NATO nations. This role is based remotely in the Netherlands.
• French or another European language would be a bonus
• A passion for using technology and online tools to drive results as well as experience working remotely.

Benefits:

• 27 days of annual leave
• Healthy half (0.5 day leave every 6 months for wellbeing)
• Leave - study/ volunteer/ reserve forces
• Pension plan (6% employer contribution)
• Private medical insurance – Bupa
• Maternity (100% of basic salary for the first 26 weeks followed by Statutory Maternity Pay)
• Paternity (100% of basic salary for 6 weeks)
• Life cover
• Access to LinkedIn Learning
• Access to an on-site gym