Customer Success Operations Specialist

Role Highlights Customer Success Operations Specialist Location: Espoo, Finland Department: Customer Success, Missions Line of Business Reports to: Director, Customer Success, Missions Employment type: Permanent Workplace model: Hybrid Employment is subject to applicable security screening (incl. SUPO, where required) Why This Role Matters As a Customer Success Operations Specialist, you’ll run the operating rhythm behind ICEYE’s Missions Customer Success model. Missions delivers sovereign SAR satellite programs to governments worldwide, and Customer Success stays with these customers from go-live through operations, renewal and expansion. Program Managers and Customer Success Managers in each market own the relationships; you own what keeps them running smoothly: the governance calendar, pre-reads, meeting minutes, action registers and follow-up. You’ll make sure every internal review and customer meeting happens on time, is well prepared, ends with clear decisions, and that every action is closed. Within six months, you will independently drive the cadence across all target accounts. This ensures our customers stay satisfied, building the baseline for a long-lasting relationship. Who We Are ICEYE is the world leader in sovereign intelligence from space. We deliver persistent monitoring capabilities to detect and respond to changes in any location on Earth. ICEYE owns the world's largest and most advanced SAR (synthetic aperture radar) satellite constellation. To our customers we provide intelligence with unmatched quality, latency and revisit times, in any weather, day or night. To governments who choose to operate their own constellation we provide this proven capability as a sovereign system. ICEYE-built constellations serve customers in defence and intelligence, environmental monitoring, insurance and emergency management. We enable fast decisions that contribute to a safer future. Founded and headquartered in Finland, ICEYE operates globally with over 1000 employees across Europe, North America, the Middle East, and Asia-Pacific. Your Day-to-day Responsibilities Own the governance calendar for all Missions customer accounts, planned a quarter ahead and sized by account tier. Trigger extra reviews when something material changes, such as a major incident, a procurement shift or a renewal risk. Prepare, run and document the recurring forums: the monthly Customer Pulse review and Operational and Service Reviews, and the quarterly Internal Account Reviews, Executive Reviews (QBRs), Portfolio Reviews and Voice of Customer syncs with Product. Run the full QBR cycle end to end for strategic accounts. Feed Customer Success input into existing forums (PMO Steering Group, sales pipeline, go-live working groups and LoB leadership) and track the follow-ups. Coordinate customer reviews with local Program Managers, Customer Success Managers, local ICEYE CEOs and functional experts, covering agendas, invitations, pre-reads, logistics and customer visits to Espoo, including community formats. Own the action, risk and decision registers. Chase open actions, escalate overdue items early and close the loop with customers on every commitment. Keep the Customer Dashboard, one-page Account Briefs and portfolio reporting current. Support running CSAT pulses after major interactions and NPS around QBRs, track recovery plans for detractors, and capture and quantify customer requirements for the product roadmap. Turn the operating model into playbooks and templates, and automate reminders, reporting and dashboards in Jira, Slack and Salesforce, using AI tools where they save time. Must Haves What we’re looking for Hands-on experience in business operations, PMO, customer success operations or program coordination, ideally in B2B or B2G technology Proven experience running a governance or operating rhythm across many stakeholders, functions and time zones Strong follow-through: you track actions to closure without being prompted, while keeping strong working relationships with stakeholders Excellent written English for agendas, pre-reads, minutes and executive summaries Confidence building and maintaining dashboards and reports in Google Sheets or Excel, Jira, Salesforce or similar tools Discretion with sensitive customer information A structured, calm way of working when priorities shift and several reviews run in parallel Hands-on use of automation or AI tools to cut manual reporting and follow-up Nice To Haves Experience in space, defence, government or other regulated programs Familiarity with customer success practice: QBRs, health scores, CSAT and NPS, Voice of Customer Finnish or other languages Application Process Recruiter interview Hiring Manager interview Peer Interview Take home task + presentation Interview with SVP Missions References Working at ICEYE At ICEYE, you’ll join a diverse and highly engaged team united by the ambition to make the impossible possible. As a global scale-up, we combine speed and ambition w