Senior Manager Customer Success
Shield AI is a U.S. defense-technology company developing mission-autonomy software and autonomous aircraft for military and allied operations.
Funding history
Investors
About Shield AI
Founded in 2015, Shield AI builds Hivemind autonomy software and V-BAT and X-BAT aircraft for operations in contested, GPS- and communications-denied environments. Its current site also presents Aechelon synthetic-reality simulation and Vision Systems detection and tracking products.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will establish and scale customer-success operations for aircraft customers. You will lead Customer Success Managers, define customer-health and escalation processes, manage critical accounts, advocate for customer requirements, coordinate cross-functional recoveries, and provide executive reporting on customer outcomes and risks.
Requirements
- 10+ years of experience in customer success, customer operations, account management, program management, field operations, professional services, aviation operations, defense technology, aerospace, or mission-critical enterprise technology
- 5+ years leading customer-facing, account-management, support, field-operations, program-management, or Customer Success teams
- Experience hiring, managing, coaching, and developing teams
- Experience building or scaling a customer-facing function
- Experience managing escalated, at-risk, executive-level, or mission-critical accounts
- Experience with customer-health, critical-account, executive-governance, or recovery processes
- Ability to communicate with senior military, government, enterprise, and executive stakeholders
- Understanding of customer lifecycle management, adoption, readiness, sustainment, support, renewals, and expansion
- Ability to travel up to 15%
- Ability to obtain and maintain a U.S. security clearance
Responsibilities
- Lead and scale the Customer Success function
- Manage, coach, and develop Customer Success Managers
- Define customer-success strategy, operating model, and performance standards
- Recruit and onboard Customer Success talent
- Develop customer-health scoring, success plans, and lifecycle governance
- Establish onboarding, training, sustainment, and adoption processes
- Lead the Critical Accounts Program
- Coordinate cross-functional critical-account recovery plans
- Advocate for customer mission success and translate feedback into requirements
- Build relationships with senior government, military, and enterprise stakeholders
- Own customer-success dashboards, risk registers, and executive reporting
- Track readiness, adoption, support, customer sentiment, and renewal risk
Benefits
- Bonus
- Benefits
- Equity