Shield AI

4 weeks ago

Principal, Customer Success (R5246)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead the Aircraft Division Customer Success function for V-BAT and X-BAT customers in the U.S. government, allied defense, and strategic commercial accounts. Build and scale a high-impact CS team, develop formal operating rhythms, and govern critical accounts with cross-functional partners to ensure mission value, readiness, adoption, and long-term success.

Location: Washington

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Establish and lead the Aircraft Division Customer Success function for V-BAT and X-BAT customers across government, allied defense, and strategic commercial accounts.
•Lead, coach, and develop a team of Customer Success Managers responsible for customer adoption, readiness, mission value, and long-term account success.
•Build and operate the Customer Success operating model, including account segmentation, customer health scoring, success plans, engagement cadence, executive business reviews, and lifecycle governance.
•Ensure priority customers have documented success plans tied to mission outcomes, readiness objectives, adoption milestones, sustainment needs, and executive stakeholder alignment.
•Establish clear ownership and operating rhythms across Customer Success, Deployment Operations, Flight Operations, Training, Sustainment, Program Management, Sales, Product, Engineering, Quality, and Mission Operations.

Travel: Low travel

Pay and Benefits

Salary: USD 150,000 - 230,000 annually

Equity and Bonus:Equity

Key Requirements

•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.
•10+ years of experience leading customer-facing teams or managing customer success, account management, support, field operations, or program teams.
•Demonstrated experience managing escalated, at-risk, executive-level, or mission-critical customer accounts.
•Experience operating structured escalation, customer health, critical account, executive governance, or customer recovery processes.
•Ability to obtain and maintain a U.S. security clearance.

Experience:10+ yearsAerospaceDefenseGovernmentMilitaryEnterprise technology

Skills:LeadershipCommunicationStakeholder managementTeam coachingStrategic planning

Tech Stack:SalesforceGainsightJiraConfluenceTableauPower BI

Eligibility

Security Clearance:SecretTop Secret

Company Brief

Shield AI

Develops AI-powered autonomy and software for military aircraft and drones to enable autonomous ISR and combat missions, integrating perception, navigation, and mission planning for defense customers.

Industry: Defense Technology

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series E+

Headquarters: San Diego, United States

Founded: 2015

Website LinkedIn

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Shield AI

4 weeks ago

Principal, Customer Success (R5246)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Washington

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Establish and lead the Aircraft Division Customer Success function for V-BAT and X-BAT customers across government, allied defense, and strategic commercial accounts.
•Lead, coach, and develop a team of Customer Success Managers responsible for customer adoption, readiness, mission value, and long-term account success.
•Build and operate the Customer Success operating model, including account segmentation, customer health scoring, success plans, engagement cadence, executive business reviews, and lifecycle governance.
•Ensure priority customers have documented success plans tied to mission outcomes, readiness objectives, adoption milestones, sustainment needs, and executive stakeholder alignment.
•Establish clear ownership and operating rhythms across Customer Success, Deployment Operations, Flight Operations, Training, Sustainment, Program Management, Sales, Product, Engineering, Quality, and Mission Operations.

Travel: Low travel

Pay and Benefits

Salary: USD 150,000 - 230,000 annually

Equity and Bonus:Equity

Key Requirements

•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.
•10+ years of experience leading customer-facing teams or managing customer success, account management, support, field operations, or program teams.
•Demonstrated experience managing escalated, at-risk, executive-level, or mission-critical customer accounts.
•Experience operating structured escalation, customer health, critical account, executive governance, or customer recovery processes.
•Ability to obtain and maintain a U.S. security clearance.

Experience:10+ yearsAerospaceDefenseGovernmentMilitaryEnterprise technology

Skills:LeadershipCommunicationStakeholder managementTeam coachingStrategic planning

Tech Stack:SalesforceGainsightJiraConfluenceTableauPower BI

Eligibility

Security Clearance:SecretTop Secret

Company Brief

Shield AI

Industry: Defense Technology

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series E+

Headquarters: San Diego, United States

Founded: 2015

Website LinkedIn