Senior Staff Customer Success Manager, Hivemind Enterprise

4 weeks ago


San Diego, California, United States Shield AI Full time

**Job Summary**

Shield AI is seeking a highly skilled Senior Staff Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for ensuring our customers achieve their desired outcomes through the use of our Hivemind Enterprise Software.

This role involves proactive engagement with customers, managing account health, and driving renewals. You will be the primary point of contact for customer onboarding, training, offboarding, and renewals.

**Key Responsibilities:**

  • Build and maintain strong relationships with customers
  • 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

**Requirements:**

  • Bachelor's degree in business, engineering, or a related field
  • 10+ 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

**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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