Staff Customer Success Manager (R6249)

The role

This senior Customer Success Manager works with a small team supporting Hivemind Enterprise customers. The role manages customer relationships from onboarding to offboarding, account health, program management support and renewals.

What you will 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

Nice to have

• 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

Benefits

• Bonus
• Benefits
• Equity
• Temporary benefits package for temporary employees (applicable after 60 days of employment)

Before you apply

• All offers are contingent on a cleared background and possible reference check
• Military fellows and part-time employees are not eligible for benefits
• Salary is influenced by skill set, level of experience, licenses and certifications, and specific work location

About the company

Shield AI is a venture-backed defense-tech company whose mission is protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software, V-BAT and X-BAT aircraft, and Aechelon simulation technologies.