Staff Customer Success Manager

Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software, V-BAT and X-BAT aircraft, and Aechelon simulation and synthetic reality technologies. With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn, X, Instagram, and YouTube.

Job Description:

This is a senior (~8+ years of experience) Customer Success Manager on a small team supporting our Hivemind Enterprise Customers. This is a high-impact role interacting with external C-Suite stakeholders!

Please note, this role would require extensive travel to visit customers, including international customers in Europe and around North America. Travel expectations could vary from 30-50% of total work.

The Customer Success Manager will be responsible for ensuring customers achieve their desired outcomes through the use of Shield AI Hivemind Enterprise Software. This role involves proactive engagement with customers from onboarding to offboarding, managing account health, providing program management support and helping drive renewals.

What you'll do:

• Build and maintain strong relationships with customers
• Act as the primary point of contact for customer onboarding, training, offboarding and renewals
• Develop and implement customer success plans
• Conduct regular reviews to ensure customers are achieving their goals
• Collaborate with sales and product teams to address customer needs and feedback
• Own and drive contract renewal
• Collaborate with sales to expand revenue in a land and expand motion

Required qualifications:

• Bachelor's degree in business, engineering, or a related field.
• 8+ years of experience in customer success or account management.
• 3+ years of experience working with large enterprise customers.
• Proven experience in revenue renewal and retention for multi-million-dollar contracts.
• Experience working in a startup environment.
• Excellent communication and project management skills.
• Strong problem-solving skills and the ability to think strategically.
• Ability to work in a fast-paced, dynamic environment.

Preferred qualifications:

• Strong understanding of AI and robotics technology.
• Experience building and running a small customer success team at a startup.
• Familiarity with the defense aviation industry.
• Familiarity with developer facing software products.
• Certification in project management.
• Certification in customer success management.
• Experience in supporting customers for new products.

Salary: $110,000 - $170,000 a year