Staff Customer Success Manager (R5645)

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.

About the role

This is a senior (~8+ years of experience) Customer Success Manager role on a small team supporting our Hivemind Enterprise Customers. This is a high-impact role interacting with external C-Suite stakeholders. The role requires extensive travel to visit customers, including international customers in Europe and around North America. Travel expectations could vary from 30-50% of total work.

Responsibilities

• 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

Requirements

• 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

Pay

$110,000 - $170,000 a year

Benefits

• Full-time regular employee offer package: Pay within range listed + Bonus + Benefits + Equity
• Temporary employee offer package: Pay within range listed + temporary benefits package (applicable after 60 days of employment)

All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits.