Senior Staff Customer Success Manager (R4694)

United States·San DiegoFull Time Employeesenior

Customer Success ManagerCustomer SuccessCustomer

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Founded in 2015, Shield AI is a venture-backed deep-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include the V-BAT and X-BAT aircraft, Hivemind Enterprise, and the Hivemind Vision product lines. With offices and facilities across the U.S., Europe, the Middle East, and the 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 Asia. Travel expectations could vary from 30-50% of total work. We prefer candidates based out of our San Diego or Washington DC offices, but could consider Boston, MA for the right candidate.

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.

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

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.