Description
Shield AI is seeking a Senior Manager, Customer Success to establish, lead, and scale the Aircraft Division Customer Success function supporting V-BAT and X-BAT customers. This leader will manage a team of Customer Success Managers and ensure customers achieve sustained mission value, operational readiness, product adoption.
The Senior Manager will define the Customer Success strategy, operating model, organizational structure, performance expectations, and engagement standards for U.S. government, allied defense, and strategic commercial customers. This role requires a leader who can build a high-performing customer-facing team while remaining directly engaged with complex, high-priority, and strategically sensitive accounts.
Key responsibilities include:
- Leading and scaling the Customer Success function
- Building the Customer Success operating model
- Leading the Critical Accounts Program
- Advocating for customer mission success
- Establishing metrics and executive visibility
The ideal candidate will have 10+ years of experience in customer success, customer operations, account management, program management, field operations, professional services, aviation operations, defense technology, aerospace, or mission-critical enterprise technology. They will also have 5+ years of experience leading customer-facing, account management, support, field operations, program management, or Customer Success teams.
Required qualifications:
- 10+ years of experience in relevant fields
- 5+ years of experience leading customer-facing teams
- Demonstrated experience hiring, managing, coaching, and developing high-performing teams
- Experience building or scaling a Customer Success function
- Demonstrated success managing escalated, at-risk, executive-level, or mission-critical customer accounts
Preferred qualifications:
- Experience in defense, aerospace, autonomous systems, aviation, unmanned aircraft systems, software-defined systems, military operations, or operational technology deployed in austere environments
- Experience supporting the Department of Defense, U.S. military services, allied defense organizations, or government customers
- Experience with vertical takeoff and landing unmanned aircraft systems, aviation operations, intelligence, surveillance and reconnaissance, mission systems, autonomy, deployed operations, aircraft sustainment, or mission-critical field operations
Benefits:
- Pay within range listed + Bonus + Benefits + Equity
- Temporary employee offer package: Pay within range listed above + temporary benefits package (applicable after 60 days of employment)
Equal Opportunity Employer:
Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.