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.

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.