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Senior Manager, Customer Success (R5273)

Shield AI· Aircraft Operations Division – Customer Operations
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Dallas, TX$144.2k - $216.2kFull Time EmployeePosted 2mo ago

About the role

Leader responsible for establishing, leading, and scaling the Aircraft Division's Customer Success function for V-BAT and X-BAT customers, building a high-performing team, defining strategy and operating model, and driving mission value and customer advocacy across government, allied defense, and strategic commercial accounts.

Responsibilities

  • Establish and lead the Aircraft Division Customer Success function across U.S. government, allied defense, and strategic commercial accounts.
  • Manage, coach, and develop a team of Customer Success Managers focused on adoption, operational readiness, mission value, and long-term account success.
  • Define team structure, roles, responsibilities, performance expectations, and career development plans.
  • Recruit and onboard Customer Success talent; set priorities and allocate resources based on customer risk and strategic needs.
  • Establish measurable goals and conduct performance evaluations, coaching, and development discussions.
  • Build a culture of urgency, accountability, professionalism, transparency, operational excellence, and customer advocacy.
  • Develop and operate a scalable Customer Success model with segmentation, health scoring, success plans, engagement cadence, and governance.
  • Ensure priority customers have documented success plans tied to mission outcomes and readiness objectives.
  • Define onboarding, transitions, training coordination, sustainment handoffs, adoption management, and recurring reviews.
  • Create repeatable processes, templates, playbooks, and governance mechanisms for scaling.
  • Coordinate with cross-functional leaders to set priorities and performance goals.
  • Lead the Aircraft Division Critical Accounts Program with governance, escalation paths, and executive engagement.
  • Provide senior leadership with visibility into customer risk, mission impact, and recovery status.
  • Advocate for customer mission success and translate feedback into product, training, and support requirements.
  • Support executive briefings, demonstrations, and strategic customer engagements.
  • Establish dashboards, risk registers, and executive reviews; track mission readiness, adoption, training, and renewals.

Qualifications

  • 10+ years of experience in customer success, customer operations, account management, program management, field operations, professional services, aviation operations, defense technology, aerospace, or mission-critical enterprise technology.
  • 5+ years of experience leading customer-facing, account management, support, field operations, program management, or Customer Success teams.
  • Demonstrated experience hiring, managing, coaching, and developing high-performing teams.
  • Experience building or scaling a Customer Success or similar function.
  • Proven success managing escalated, at-risk, executive-level, or mission-critical accounts.
  • Experience operating structured escalation, health, critical-account, and governance processes.
  • Strong executive presence and ability to communicate with senior military, government, enterprise, and internal executives.
  • Ability to establish strategy while actively engaging in customer execution and issue resolution.
  • Proven ability to lead cross-functional teams through ambiguity, urgency, and high stakes.
  • Understanding of customer lifecycle management, adoption, readiness, sustainment, support, renewals, and expansion.
  • Experience defining performance metrics, operating cadences, team objectives, and executive reporting.
  • Excellent written and verbal communication skills for executive-level materials.
  • Ability to travel up to 15% and work with customers and teams in various environments.
  • Ability to obtain and maintain a U.S. security clearance.

Skills

Required:Customer Success leadershipTeam management and coaching

Benefits

  • Pay within range listed + Bonus + Benefits + Equity
  • Temporary benefits package (applicable after 60 days)
Last updated Oct 23, 2026. Interested? Apply on the company site.

About Shield AI

Autonomy for the world.

Our mission is to protect service members and civilians with intelligent systems.

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