Staff Customer Success Manager (R5645)
On-siteSan Diego, California, United States or Washington, United States
Job Summary
Build and maintain strong relationships with external C-Suite stakeholders to ensure Shield AI Hivemind Enterprise customers achieve their desired outcomes. Act as the primary point of contact for onboarding, training, offboarding, and renewals while developing and implementing customer success plans. Conduct regular reviews to verify goal achievement and collaborate with sales and product teams to address needs and drive land-and-expand revenue motions. Own contract renewals for multi-million-dollar contracts and manage account health through proactive engagement from start to finish. This senior role requires 30-50% travel to visit customers across Europe and North America.
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.
- 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.
Desired 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.
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