Senior Manager, Customer Success (R5273)

Shield AI
Dallas
Workplace: OnsiteFull timeUSD 144,160 - 216,240 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Executive communication","Strategic thinking","Cross-functional collaboration","Issue resolution"]

Lead and scale the Aircraft Division Customer Success function for V-BAT and X-BAT customers across U.S. government, allied defense, and strategic commercial accounts. Manage and develop a team of Customer Success Managers, define the customer success operating model and governance, and run the Critical Accounts Program for escalated, at-risk customers. Serve as a senior customer advocate, translate feedback into lasting improvements, and own customer success metrics and executive visibility.

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FursaFursa
Shield AI
Shield AI
2 months ago

Senior Manager, Customer Success (R5273)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead and scale the Aircraft Division Customer Success function for V-BAT and X-BAT customers across U.S. government, allied defense, and strategic commercial accounts. Manage and develop a team of Customer Success Managers, define the customer success operating model and governance, and run the Critical Accounts Program for escalated, at-risk customers. Serve as a senior customer advocate, translate feedback into lasting improvements, and own customer success metrics and executive visibility.
Location: Dallas
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 supporting V-BAT and X-BAT customers across U.S. government, allied defense, and strategic commercial accounts.
  • •Manage, coach, and develop a team of Customer Success Managers to drive customer adoption, operational readiness, mission value, and long-term account success.
  • •Build and operate a scalable customer success operating model including account segmentation, customer health scoring, success plans, engagement cadence, executive business reviews, and lifecycle governance.
  • •Own and operate the Aircraft Division Critical Accounts Program, including escalation criteria, severity levels, cross-functional recovery reviews, risk reduction actions, and measurable closure.
  • •Serve as a senior customer advocate and provide executive visibility through customer success dashboards, account-health assessments, and executive operating reviews.
Travel: Low travel

Pay and Benefits

Salary: USD 144,160 - 216,240 annually

Key Requirements

  • •10+ years of experience in customer success, customer operations, account management, program management, field operations, or related defense/aerospace technology domains.
  • •5+ years leading customer-facing customer success, account management, support, field operations, program management, or customer success teams.
  • •Demonstrated experience hiring, managing, coaching, and developing high-performing teams.
  • •Proven success managing escalated, at-risk, executive-level, or mission-critical customer accounts.
  • •Ability to obtain and maintain a U.S. security clearance and travel up to 15%.
Experience:Defense technologyAerospaceMission-critical technologyAviation operations
Skills:LeadershipExecutive communicationStrategic thinkingCross-functional collaborationIssue resolution
Tech Stack:SalesforceGainsightJiraConfluenceTableauPower BI

Eligibility

Security Clearance:U.S. security clearanceSecretTop 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
WebsiteLinkedIn