# Staff Customer Success Manager

**Company:** [Shield AI](https://hotfix.jobs/companies/shield-ai)
**Location:** Washington, DC, San Diego, CA
**Role:** Customer Success
**Salary:** $110k – $170k/yr
**Experience:** 8+ years
**Skills:** Customer Success Management, Account Management, Enterprise Software, Customer Onboarding, Customer Training, Contract Renewals, Revenue Retention, Project Management, AI, Robotics, Defense Aviation, Strategic Planning
**Posted:** 2026-08-18

> Leads customer success for Hivemind enterprise customers, managing onboarding, account health, executive relationships, renewals, and expansion. The role requires a bachelor's degree, 8+ years in customer success or account management, enterprise customer experience, and extensive travel.

## Job Description

## Responsibilities
- Build and maintain strong relationships with customers.
- Serve 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 achieve their goals.
- Collaborate with sales and product teams to address customer needs and feedback.
- Own and drive contract renewals.
- Collaborate with sales to expand revenue through a land-and-expand motion.

## Requirements
- 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 with 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 strategic thinking.
- Ability to work in a fast-paced, dynamic environment.

## Nice-to-Haves
- 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.
- Project management certification.
- Customer success management certification.
- Experience supporting customers for new products.

## Compensation and Benefits
- Extensive customer travel, including international travel to Europe and travel throughout North America, expected to be approximately 30–50% of total work time.

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