Senior Staff Customer Success Manager, Shield AI

• 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

Desirable

• 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 from onboarding to offboarding, managing account health, providing program management support and helping drive renewals
• 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