Customer Success Manager

Job Description

Own the defence, aerospace and energy accounts that depend on Isembard to deliver precision parts on time and to spec. Two roles: one in Dallas, one in London.

We are hiring two Customer Success Managers, one in Dallas and one in London. Defence, aerospace and energy customers depend on us for precision-machined parts on dates that cannot move, and this role owns those relationships. It sits between the shop floor and the customer's programme schedule, translating production reality into communication the customer can act on, and customer priority back into production urgency.

What you'll own

A named portfolio of accounts, and the truth about them. You will be the contact programme managers, quality leads and procurement come to, and you should know the status of every active purchase order before anyone asks. When schedule risk, quality concerns or delays appear, you raise them before the customer does — choosing the channel the situation deserves, since a production delay warrants a call or a structured written update rather than a one-line message. You will escalate internally with enough lead time for leadership to act, work with Quality on nonconformance and corrective action, feed commitments back into scheduling so nothing is promised that the floor cannot deliver, and build the playbooks and escalation paths that raise the standard across the team.

What you'll bring

Three or more years in customer success, account management or programme management, ideally in manufacturing, aerospace, defence or another regulated industry where delivery dates carry consequences. You need the judgement to know when a situation needs a phone call rather than an email, and the composure to own a difficult conversation about a slipped date or a cost overrun and turn it into a recovery plan the customer believes. Enough technical fluency to discuss tolerances and production scheduling credibly with both the customer and the machinist. This is a resource-lean environment: you will build your own systems rather than inherit them.

Travel

Travel to Isembard manufacturing sites and customer sites as required.