Staff Customer Success Manager (R5645)

@ Shield AI

Staff Customer Success Manager (R5645)

Posted 2 days ago

About the job

Shield AI is a defense-tech company providing intelligent systems like Hivemind software and aircraft. The role involves managing enterprise customers, ensuring outcomes, and driving renewals, with international travel and a focus on AI and robotics technology.

Requirements

8+ years in customer success
Experience with large enterprise clients
Proven renewal and retention skills
Experience in startup environment
Strong communication skills

Qualifications

Bachelor's degree in related field
Experience working with AI/robotics tech
Project management certification
Customer success management certification
Ability to travel extensively

Full job description

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.

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Full-time regular employee offer package:

Pay within range listed + Bonus + Benefits + Equity

Temporary employee offer package:

Pay within range listed above + temporary benefits package (applicable after 60 days of employment)

Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits. Please speak to your talent acquisition representative for more information.

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Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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