Senior Staff Customer Success Manager (R3710) - Shield AI

Job Title: Senior Staff Customer Success Manager (R3710)
Job Location: Washington DC Metro Area
Job Listing URL: https://jobs.lever.co/shieldai/fd938d01-0807-4cf1-95df-5dd97b0faf21
Job Description: Founded in 2015, Shield AI is a venture-backed deep-tech 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 and Instagram.

Job Description:
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.
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.
Preferred 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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