Owns customer success for Hivemind enterprise software customers, serving as the primary contact from onboarding through offboarding and renewals. Builds customer relationships and success plans, conducts business reviews, manages account health, supports programs, drives contract retention and expansion, and collaborates with sales and product teams. The role engages C-suite stakeholders and requires extensive international and domestic travel of approximately 30–50%.
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.
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.
#LI-KC3
#LD
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.
Similar Jobs at Shield AI
Aerospace • Artificial Intelligence • Machine Learning • Robotics • Software
Provide day-to-day enterprise end-user IT support and systems administration across Windows, macOS, and Linux. Deliver white-glove executive and meeting-support, manage user accounts via AD/Azure AD, maintain endpoint security and asset lifecycle, respond to incidents, document procedures, and collaborate with infrastructure, network, and security teams. Participate in on-call and occasional after-hours maintenance.
Top Skills:
Active DirectoryAzure AdDhcpDnsJira Service ManagementLinuxmacOSServicenowSnipe-ItSwitchingTcp/IpWindowsWireless Networking
Aerospace • Artificial Intelligence • Machine Learning • Robotics • Software
Lead administration and optimization of enterprise Windows, Linux, and macOS systems; design and support cloud, identity, endpoint, and collaboration platforms; automate operations; troubleshoot complex infrastructure issues; manage upgrades, asset lifecycle, incident response, and mentor junior admins. Participate in on-call rotation and cross-team projects.
Top Skills:
Active DirectoryAzure Ad/Entra IdBashDhcpDnsExchange OnlineFirewallsGroup PolicyJAMFLinuxmacOSMicrosoft 365Microsoft Endpoint ManagerMicrosoft IntunePowershellSharepointTcp/IpTeamsVpnWindows
Aerospace • Artificial Intelligence • Machine Learning • Robotics • Software
Research, design, and implement discrete optimization and mission-planning algorithms for multi-agent autonomous systems; improve and maintain C++ mission-planning software; define technical roadmaps; mentor engineers; perform full software and hardware-in-the-loop simulations.
Top Skills:
C++CplexGdbGoogle-Or (Or-Tools)Gurobi
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
