Customer Success Manager

Job Description

Janes delivers the world’s most complete collection of open-source defence and security intelligence. With a global team of expert analysts, Janes has been a trusted source of data and analysis for militaries, governments, and defence manufacturers for over 125 years. 

Accessible via high- and low-side environments, Janes OSINT data asset links equipment, military capabilities and orders of battle, events, countries, companies, and markets. Using Janes our customers gain access to unrivalled, actionable open-source intelligence for decision advantage.

Job purpose

As the Customer Success Manager, you will play a key role in building strong relationships with customers across Germany, ensuring they gain maximum value from Janes’ content, data, and services. This client-facing position is pivotal in supporting customer success, driving revenue retention, and identifying growth opportunities.

The Customer Success Manager will be responsible for re-educating our customers to understand new opportunities and ways of working. This role offers an opportunity to make a meaningful impact in supporting and shaping the success of our customers while growing your career in an innovative and supportive environment.

How you will contribute at Janes

• Train and support the end user community, helping them harness the full potential of Janes’ data and content.
• Work closely with customers to understand their workflows, needs and feedback to develop and maintain an engaged user community.
• Undertake end user community surveys following up on actions where required to ensue training meets and enhances customers’ expectations of Janes.
• Develop creative strategies for customer engagement, including case studies, scenario modelling for sharing best practice.
• Partner with the Sales team to identify and capture new business opportunities, building on Janes’ reputation for excellence.
• Collaborate across teams to test and improve Janes’ products, ensuring they meet evolving customer requirements.
• Work with Marketing to develop user-focused promotions and engagement activities, creating a sense of community and shared purpose.

Requirements

• A proven background in data services and/or within Aerospace & Defence or the military sectors.
• Confidence in presenting ideas virtually and in person, with an ability to connect with diverse audiences.
• Fluency in German and English.
• A customer-first mindset, with the ability to balance independent work with collaborative problem-solving.
• A background in military, police, or intelligence services (e.g., G/J2 roles) is a plus.
• A passion for using technology and online tools to drive results as well as experience working remotely.