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Janes enables militaries, governments, and defense companies to make critical decisions. Our expert-driven tradecraft, developed over 125 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities, order of battle, equipment, events, countries, companies, and markets.
Linking millions of assured data points, Janes Open-Source Intelligence creates a framework of interconnected national security insights. This allows our customers to better understand emerging threats, integrate relevant data into a single intelligence environment, and deliver more complete and accurate analysis. Using Janes helps our customers utilize their resources more effectively, supporting better decisions with higher confidence, more quickly.
Opportunity: Customer Success Manager (UK Team)
An exciting opportunity has arisen to join the UK team as a Customer Success Manager supporting clients across Government, Defence, and National Security sectors. This role is primarily responsible for customer onboarding, adoption, satisfaction, retention, and supporting existing customer expansion across our data-centric intelligence products and services. Reporting to the Head of Customer Success for EMEA, you will proactively provide direct customer support through renewals and onboarding, ensuring customers maximize value from Janes content, data, and services, and are fully utilizing these resources effectively.
This is a largely client-facing role that directly supports revenue retention and new business acquisition through knowledge transfer.
How you will contribute at Janes:
* Train end users on Janes content and data.
* Develop and maintain an engaged user community by understanding workflows and handling requests or concerns.
* Collaborate with the Sales team to identify and pursue new business opportunities.
* Conduct end-user surveys and socialize feedback within Janes, following up to ensure training meets expectations.
* Support testing of new products and development of existing ones.
* Lead development and implementation of user engagement strategies, including case studies and best practice sharing.
* Work with Marketing to develop user promotions and client engagement initiatives.
Requirements:
* Significant experience in a data service provider or within the Aerospace, Defence, and military sectors.
* Proven ability to work independently.
* Excellent communication and presentation skills, both virtual and in person.
* Well-organized, flexible, resilient, and positive mindset.
* Degree-level education (preferable).
* Strong administrative skills, including remote work experience.
* Experience balancing detailed and high-level reporting.
* Former military or OSINT background is an advantage.
* IT competency with online tools.
Benefits:
* 27 days of annual leave (full-time).
* Biannual wellbeing days.
* Private medical insurance – Vitality.
* Maternity leave: 100% of basic salary for the first 26 weeks.
* Paternity leave: 100% of basic salary for 6 weeks.
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