Shield Senior Customer Success Manager at Shield responsible for managing Hivemind Enterprise customers and driving renewals. Engage proactively with customers from onboarding to offboarding and collaborate with sales and product teams.
Responsibilities
This is a senior ( ~8+ years of experience) Customer Success Manager on a small team supporting our Hivemind Enterprise Customers. This is a high-impact role interacting with external C-Suite stakeholders!
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.
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.
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
Qualification
Bachelor's degree in businessAbility to work in a fast-pacedCertification in project management
Required
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
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.
