Shield AI
Senior Manager, Customer Success (R5273)
Dallas, Texas · Manager · Full-time · Posted Jul 28, 2026
- Experience
- 10+ years in a listed relevant field; 5+ years leading relevant teams.
About the job
Leads and scales Aircraft Division Customer Success for V-BAT and X-BAT customers, building the team and operating model while managing critical accounts and driving customer mission success.
What you'll do
- Manage and develop Customer Success Managers; establish team structure, goals, and performance expectations.
- Build customer lifecycle processes and lead the Critical Accounts Program, including escalations, recovery plans, and executive reporting.
- Advocate for customer needs and coordinate cross-functional improvements across product, operations, training, sustainment, and support.
What they ask for
- 10+ years of experience in a listed customer-facing, operations, program, aviation, defense, aerospace, or mission-critical technology field.
- 5+ years leading customer-facing, account management, support, field operations, program management, or Customer Success teams.
- Experience hiring and developing teams, scaling a customer-facing function, and managing escalated or mission-critical accounts and structured escalation processes.
- Ability to travel up to 15% and obtain and maintain a U.S. security clearance.
Nice to have
- Experience in defense, aerospace, autonomous systems, aviation, unmanned aircraft, military operations, or austere-environment technology.
- Experience supporting government or defense customers; active Secret or Top Secret clearance; or experience with listed customer success and reporting systems.
Tools
Salesforce, Gainsight, Jira, Confluence, Tableau, Power BI
AI focus
Supports customers of V-BAT and X-BAT aircraft and works with autonomy-related products; no specific AI development responsibilities are stated.
Model-written summary · the original posting is authoritative