Staff Customer Success Manager (R5645)

This is a senior Customer Success Manager role on a small team supporting Shield AI's Hivemind Enterprise Customers. The role involves interacting with external C-Suite stakeholders and requires extensive travel to visit customers, including international customers in Europe and around North America.

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.

Responsibilities:

• 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