Customer Success Manager - AIRS

ABOUT THE TEAM

Advanced Infrared Solutions (AIRS), formerly American Infrared Solutions, was acquired by Anduril Industries in 2025 and now operates as part of the Imaging Business Line. For more than 10 years, AIRS has designed and built world-class, high-performance cooled infrared cameras and subsystems, including critical components such as Integrated Dewar Cooler Assemblies (IDCAs). From its site in Hudson, NH, AIRS is expanding to supply these critical components both internally, to Anduril's Imaging products, and externally, to serve as a merchant supplier to the broader defense, space, and commercial industrial base. Growing the external merchant supplier business alongside internal production is a core strategic priority for the Business

ABOUT THE JOB:

As the Customer Success Manager, you will own the end-to-end customer experience for post-sale repairs and upgrades, ensuring units are tracked accurately and shipped on time. You will act as the vital bridge connecting customers, production, shipping/receiving, and supply chain teams. Your mission is to transform a reactive, delay-prone process into a reliable, proactive engine that protects and grows our existing accounts. By driving RMAs to resolution against committed turnaround targets, you will directly safeguard customer satisfaction and retention.

WHAT YOU’LL DO

• Act as the primary customer contact and single point of accountability for all post-sale RMA activities and customer relationships.
• Track the status and physical location of RMA units in ERP and PLM systems (Oracle/Odoo and Teamcenter/Forge) to ensure absolute data accuracy.
• Deliver proactive, transparent status updates to customers throughout the production, shipping, and return lifecycle.
• Coordinate with the head of operations, TPMs, and production staff to resolve priority conflicts and align customer messaging.
• Forecast material needs and collaborate with the supply chain team to secure necessary kits and purchase orders.
• Oversee shipping/receiving activities to ensure units are properly documented, ATP tested, packaged, and dispatched on schedule.
• Identify recurring drivers of delays, flag systemic issues to production and operations, and recommend process improvements to reduce late shipments.
• Issue detailed repair reports containing corrective actions for customers and coordinate with the front office for invoicing and shipping authorizations.

REQUIREMENTS

• 3+ years of experience in production coordination, customer success, account management, or program coordination—ideally in a manufacturing, hardware, defense, or aerospace environment.
• A proven track record of managing and improving on-time delivery, RMA/returns, or service-level commitments.
• Comfort navigating ERP and PLM/production-tracking systems (such as Oracle, Odoo, Teamcenter, Forge, or equivalents) to track physical units.
• Strong customer-facing commercial experience with the ability to deliver both good and bad news clearly and early.
• Exceptional communication skills, with the ability to translate complex details simply across working-level engineers, finance partners, and executive leadership.
• Strong cross-functional coordination skills with production, shipping/receiving, and supply chain teams.
• High attention to detail with the ability to track dozens of daily activities and drive issues to closure.
• The ability to remain calm under pressure, prioritize effectively, and reassure customers during challenging situations.
• Familiarity with infrared imaging, detectors, or precision hardware (such as cooled/uncooled infrared cameras, IDCAs, focal plane arrays, or EO/IR sensors) is highly preferred.
• Familiarity with defense-industry compliance (including DFARS, ITAR, and export control) is a plus.
• Eligible to obtain and maintain an active U.S. Secret security clearance.