Customer Operations & Enablement Manager

Customer Operations & Enablement Manager

In this senior role, you will be responsible for ensuring customers realize the full value of LeoLabs' products through effective onboarding, tailored training, and ongoing operational support. You will work directly with government, defense, and commercial partners to build lasting relationships and drive measurable outcomes in how they use LeoLabs' tools to monitor and manage space operations.

This role is ideal for a seasoned professional with a background in military operations, space operations, or complex technical programs, who thrives in customer-facing environments and understands the importance of structured processes, readiness, and mission success. You will act as a trusted advisor: bridging customer needs with LeoLabs' capabilities and ensuring operational excellence throughout the customer lifecycle.

Key Responsibilities

• Serve as the primary operational liaison for customers across the EMEA region, ensuring seamless onboarding, training, and continued engagement

• Lead customer enablement programs, including delivery of tailored training, workshops, and operational exercises

• Monitor customer adoption and usage metrics; develop strategies that enhance customer success and retention

• Partner with customers to define operational goals and establish measurable success criteria for LeoLabs' solutions

• Collaborate cross-functionally with Sales, Engineering, and Product teams to resolve issues, prioritize feature requests, and ensure customer requirements are represented

• Develop and continuously improve operational frameworks, playbooks, and documentation for customer success and support

• Provide leadership during critical events, operational exercises, or incidents requiring coordinated response

• Represent LeoLabs at industry events, customer briefings, and regional forums to strengthen relationships and brand trust

• Contribute to operational strategy and planning for EMEA customer engagement and enablement initiatives

• Mentor team members and foster a culture of excellence, accountability, and customer focus

Required Qualifications

• 10+ years of experience in military operations, defense programs, or complex technical operations, ideally in a leadership or customer-facing capacity

• Proven experience managing relationships with government or enterprise customers

• Strong operational planning, coordination, and execution skills

• Exceptional communication and presentation abilities in English and German (additional languages a plus)

• Demonstrated ability to deliver structured training and operational enablement programs

• Strong analytical skills; capable of interpreting customer data, usage trends, and operational metrics to drive decisions

• Highly organized, self-directed, and able to operate effectively in a global, fast-paced environment

Preferred Qualifications

• Master's degree in Engineering, Operations Management, Business Administration, or a related technical field

• Experience working with or within space operations, aerospace, or national defense organizations

• Familiarity with SaaS platforms, data analytics tools, or RESTful APIs

• Experience leading cross-functional initiatives to improve operational efficiency or customer success processes

• Demonstrated success in a customer enablement, training, or customer success leadership role

What Success Looks Like

Within 1 Month:

• Complete onboarding and gain deep understanding of LeoLabs' mission, technology, and customers.

• Establish working relationships with key customers and internal stakeholders across EMEA.

• Familiarize yourself with operational workflows and reporting systems.

Within 3 Months:

• Lead your first customer onboarding and enablement sessions independently.

• Develop operational improvement plans based on customer feedback and usage insights.

• Partner with internal teams to align customer outcomes with LeoLabs' strategic goals.

Within 6 Months:

• Build trusted relationships with key accounts; serve as their go-to operational partner.

• Deliver measurable improvements in customer adoption, engagement, and satisfaction.

• Implement regional best practices for training, reporting, and customer support.

Within 12 Months:

• Be recognized as a regional leader for customer enablement and operational excellence across EMEA.

• Mentor junior team members and contribute to long-term operational strategy.

• Drive initiatives that expand LeoLabs' footprint and impact within the region.

Perks and Benefits

Global workforce: flexible remote/hybrid opportunities

Work on complex, meaningful missions with real-world impact

Unlimited paid time off for most roles

Competitive salary and equity packages

Comprehensive health, dental, and vision coverage

Access to the forefront of commercial space operations and defense innovation

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.