What are the responsibilities and job description for the Staff Customer Success Manager position at Shield AI?
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, managing account health, and driving 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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