Staff Customer Success Manager (R5645)
Shield AI Open · verified Sep 14, 2026 Hybrid Washington Full-time Senior Customer Success
Senior Customer Success role at Shield AI. Washington · full-time · $110,000–$170,000 base.
SalaryStated by Shield AI
$110,000 – $170,000
Base salary for this role, in USD per year, as published in the posting.
Role brief
Growth Roles summary, based on the employer's posting.
What you'll do
- Build trusted relationships with Hivemind enterprise customers
- Guide customers through setup, education, exit, and contract continuation
- Create success plans and review progress toward customer goals
- Coordinate with sales and product teams on customer needs and feedback
- Lead renewal work and support expansion across existing accounts
What you bring
- A bachelor’s degree in business, engineering, or a related discipline
- At least eight years in customer success or account management, including three years with large enterprises
- A track record of renewing and retaining multi-million-dollar contracts
- Startup experience, strong communication and project management ability, and strategic problem-solving skills
- Comfort working in a fast-moving environment
Who this fits
You’ll suit a senior customer-facing role on a small team, engaging directly with executive stakeholders and working with AI, robotics, or enterprise software customers. The position is hybrid in Washington and involves substantial customer travel, including trips to Europe and across North America, with travel potentially reaching thirty to fifty percent. Full-time employment requires a cleared background and may include a reference check.
From the employer
Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software, V-BAT and X-BAT aircraft, and Aechelon simulation and synthetic reality technologies. With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn, X, Instagram, and YouTube.
Job Description: This is a senior ( ~8+ years of experience) Customer Success Manager on a small team supporting our Hivemind Enterprise Customers. This is a high-impact role interacting with external C-Suite stakeholders! Please note, this role would require extensive travel to visit customers, including international customers in Europe and around North America. Travel expectations could vary from 30-50% of total work. 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.
Full-time regular employee offer package: Pay within range listed + Bonus + Benefits + Equity Temporary employee offer package: Pay within range listed above + temporary benefits package (applicable after 60 days of employment) Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits. Please speak to your talent acquisition representative for more information. ### Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
Job Description: This is a senior ( ~8+ years of experience) Customer Success Manager on a small team supporting our Hivemind Enterprise Customers. This is a high-impact role interacting with external C-Suite stakeholders! Please note, this role would require extensive travel to visit customers, including international customers in Europe and around North America. Travel expectations could vary from 30-50% of total work. 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.
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.
Full-time regular employee offer package: Pay within range listed + Bonus + Benefits + Equity Temporary employee offer package: Pay within range listed above + temporary benefits package (applicable after 60 days of employment) Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits. Please speak to your talent acquisition representative for more information. ### Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
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