Director, Customer Success (R3657) - Shield AI

Job Title: Director, Customer Success (R3657)
Job Location: Dallas Metro Area
Job Listing URL: https://jobs.lever.co/shieldai/8cffbf29-336d-48a1-9c0a-24e44a4193d1
Job Description: Founded in 2015, Shield AI is a venture-backed defense technology company with the mission of protecting service members and civilians with intelligent systems. Its products include the V-BAT aircraft, Hivemind Enterprise, and the Hivemind Vision product lines. With offices in San Diego, Dallas, Washington, D.C., Boston, Abu Dhabi (UAE), Kyiv (Ukraine), and Melbourne (Australia), Shield AI’s technology actively supports U.S. and allied operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn,X, YouTubeand Instagram.

We are seeking a strategic Director of Customer Success to lead our global customer support and service efforts across our aircraft product lines. In this role, you will be responsible for being the customer’s first touchpoint for product issues, owning the resolution of technical problems through coordinated support workflows, and capturing fleet support data to design world-class customer experiences that reinforce trust, satisfaction, and long-term success. As the voice of the customer within the organization, you will work closely with program and product management, engineering, flight operations, and business development teams to ensure customers are delighted by the products they receive.
What You'll Do:
Lead and scale a Fleet Support team consisting of ground technicians, fleet support specialists, and maintenance experts.
Oversee the customer feedback lifecycle, including intake, triage, resolution tracking, and closed-loop communication.
Manage and optimize the trouble ticket system, ensuring that issues are correctly routed, escalated, and resolved in coordination with engineering and sustainment teams.
Design and implement user-friendly customer interfaces (support portals, knowledge bases, live support channels) to ensure delightful, responsive customer experiences.
Develop customer engagement strategies for commercial, government, and international clients, tailored to product-specific operational contexts.
Track and report on key support metrics (e.g., resolution time, satisfaction scores, issue trends) and provide regular insights to senior leadership.
Build a culture of customer advocacy, ensuring that feedback influences product improvements and long-term sustainment planning.
Required Qualifications:
12+ years of experience in customer service, customer success, or technical support leadership roles.
Proven ability to build and manage high-performing, customer-facing teams.
Experience managing support ticketing systems (e.g., Zendesk, Salesforce, Jira) and knowledge management platforms.
Strong communication and cross-functional collaboration skills, especially across engineering and product teams.
Demonstrated success in designing or improving customer engagement platforms or tools.
Preferred Qualifications:
Experience serving military and government customers.
Experience serving international customers with multilingual engagement platforms.
Familiarity with ITAR/export compliance in customer interactions.
Background in UI/UX, human-centered design, or service design.