Staff Customer Success Manager (R6249)
The posting
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
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- 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
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- 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
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- 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.
Taken from Shield AI's own posting, last seen live on 30 Oct 2026.
The application
Your details and CV, then 23 questions (10 written).
- 1.OtherShort answer · optional
- 2.Are you authorized to work in the United States?Yes or no
- 3.Will you require sponsorship for employment now or in the future?Yes or no
- 4.If yes, what type of sponsorship?Written answer · optional
- 5.This position may require access to information and technology that is subject to export controls, such as EAR. Are you any of the following?Pick one: A United States Citizen · A lawful permanent resident of the United States (i.e. Greencard holder) · A protected individual · Other
- 6.If you selected "A protected Individual" OR "Other" to the above question, please explain further.Written answer · optional
- 7.Shield AI provides technology, services, and support to the United States military and allied forces with their various missions. If selected for employment with Shield AI, your contributions will directly relate to and/or support these misPick one: Yes · No · Other
- 8.(Optional) If you selected other or would like to expand on the above, feel free to do so below:Written answer · optional
- 9.If "Industry Conference" or "Other," please provide more details:Written answer · optional
- 10.Please state your full legal name:Short answer
- 11.Are you a transitioning service member?Yes or no
- 12.If yes, what partnership program are you working with?Pick one: Hiring our Heroes · NextOp · Skillbridge general (no program) · optional
- 13.If other, please provide further detailsWritten answer · optional
- 14.When are you available to start your fellowship?Written answer · optional
- 15.When are you available for full time work?Written answer · optional
- 16.What full time job(s) are you applying for?Written answer
- 17.Are you local to or willing to relocate?Yes or no
- 18.What office(s) would you be willing to relocate to? (Select all that apply)Pick any (7 options) · optional
- 19.If you selected international, what location(s)?Written answer · optional
- 20.What languages are you fluent in?Pick one (8 options) · optional
- 21.RelocationYes or no
- 22.Office(s) to Relocate ToPick any (7 options) · optional
- 23.What location to relocate to (If International)Written answer · optional
From Shield AI's apply page, checked 30 Oct 2026.
About Shield AI
Hivemind autonomy software and V-BAT and X-BAT aircraft, sold to militaries and government agencies.
Pay schedule: Full-time US staff are offered salary, a bonus, benefits and equity; international hires get a rewards package set by their country office.
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