Shield AI
Senior Manager, Customer Success (R5273)
$144K–$216K
Dallas, Texas · On-site · Manager · Full-time · Posted Jun 29, 2026
- Experience
- 10+ years in a listed relevant field; 5+ years leading relevant teams.
About the job
Establishes and leads Aircraft Division Customer Success for V-BAT and X-BAT customers, scaling the team and operating model while managing critical accounts and driving customer mission outcomes.
What you'll do
- Build, manage, and develop the Customer Success team and define its strategy, structure, goals, and operating practices.
- Lead the Critical Accounts Program, coordinating escalations, recovery plans, and cross-functional action through measurable resolution.
- Advocate for customers and track readiness, adoption, account health, risks, and outcomes through executive reporting.
What they ask for
- 10+ years of experience in a listed customer success, operations, account management, program management, aviation, defense, aerospace, or related field.
- 5+ years leading customer-facing, account management, support, field operations, program management, or Customer Success teams.
- Experience building or scaling a customer-facing function and managing escalated, at-risk, executive-level, or mission-critical accounts.
- Ability to travel up to 15% and obtain and maintain a U.S. security clearance.
Nice to have
- Experience in defense, aerospace, aviation, autonomous systems, military operations, or supporting government and allied defense customers.
- Experience with Salesforce, Gainsight, Jira, Confluence, Tableau, Power BI, or similar systems.
Pay
USD 144,160–216,240 per-year-salary; base salary
Tools
Salesforce, Gainsight, Jira, Confluence, Tableau, Power BI
Model-written summary · the original posting is authoritative