Enterprise Customer Success Manager - Public Sector Defense

What you'll need

A strong technical and business foundation, gained through a relevant degree or equivalent experience, with practical familiarity in location technology, mapping, traffic, routing, geospatial platforms, APIs, cloud services or enterprise software
Knowledge of public sector and defense customer needs, including mission-critical operations, government procurement, security and compliance requirements, data sovereignty, interoperability, accessibility, long acquisition cycles and the need to work across agencies, programs, integrators and partners
Seven years or more working with complex enterprise customers in customer success, program management, solution consulting, product management, pre-sales or a related role, including responsibility for a customer journey from discovery through operational use
A record of growing a strategic account, improving adoption or helping win an enterprise program as the customer and technical lead alongside Sales. You can explain the customer problem, your role, the measurable outcome and what changed because of your work
Fluent English, with strong written, presentation and executive communication skills. Additional languages are an advantage for global accounts
Credibility with technical and business audiences. You can work with architects and developers, advise program and product leaders, and engage procurement and executives with clear, practical recommendations
Business acumen: you understand how location technology creates operational, product and commercial value, and you explain it in the customer's language
Leadership without a reporting line: you align account teams, product groups, delivery teams, support functions and partners around one plan, using evidence, preparation and clear ownership
Strong judgment, autonomy and comfort with change. You can prioritize across competing customer needs, surface risk early and stay effective in an evolving organization
Willingness to travel as needed for customer meetings, workshops, executive reviews and internal planning

What you'll do

Lead the customer relationship on our side: create one success plan across pre-sales, onboarding, adoption, operations and expansion, with clear outcomes, owners, risks and next steps
Build the account and success plan with the account manager: understand the customer's strategy, identify priority business outcomes and use cases, map whitespace across business units and regions, and define the revenue opportunities we will pursue together. You lead the customer, solution and adoption side of growth; the account manager leads the commercial close
Create the next conversation before the customer asks: bring TomTom's product roadmaps, partner capabilities and new offerings to the customer as relevant proposals, run executive and strategic business reviews, and turn customer insights into qualified opportunities with clear value, sponsorship and next steps
Know the customer's business, organization, technology environment and constraints better than anyone at TomTom, and translate those insights into decisions and actions our product and delivery teams can take
Shape the solution with product, engineering and delivery teams before commitments are made, ensuring that scope, outcomes, dependencies, security needs and delivery capacity are understood
Be the customer's trusted adviser after launch: monitor adoption, usage, service performance and support trends; explain the business impact; and guide the customer toward the right product, release or operating approach
Identify change early. When the customer's priorities, architecture, procurement plan or launch approach shifts, turn it into a clear decision, change request or recovery plan before it becomes a surprise
Grow revenue within existing customers through measurable adoption, value realization, retention, cross-sell and expansion. Build a qualified growth pipeline from demonstrated customer needs, usage insights, new use cases and access to additional business units, products and regions
Act as a business development partner for the account: work with the Partner Commercial Growth team, account management and strategic partners to shape joint value propositions, open new customer conversations, qualify opportunities and create practical paths from early interest to commercial growth
Build relationships at every level, from hands-on technical teams to business owners, procurement leaders and executives, and serve as the trusted point of coordination when the customer is unsure where to turn