Senior Manager, Customer Success – Aircraft Division

About the role

Shield AI is looking for a Senior Manager, Customer Success to build and scale the Aircraft Division Customer Success function for its V‑BAT and X‑BAT platforms. The role will lead a team of Customer Success Managers, drive mission value for U.S. government, allied defense, and strategic commercial customers, and act as a senior advocate for high‑priority accounts.

Key responsibilities

• Establish and lead the Aircraft Division Customer Success organization, defining structure, roles, and performance expectations.
• Recruit, coach, and develop a high‑performing team of Customer Success Managers focused on adoption, operational readiness, and long‑term account success.
• Design and operate a scalable success model with account segmentation, health scoring, success plans, and executive business reviews.
• Own the Critical Accounts Program, managing escalated or at‑risk customers through structured governance and cross‑functional recovery plans.
• Serve as senior customer advocate, translating feedback into product, training, and support improvements.
• Maintain dashboards, risk registers, and regular executive reporting on mission readiness, fleet availability, and customer sentiment.

Required profile

• 10+ years in customer success, account management, program management, or related fields within defense, aerospace, or mission‑critical technology.
• 5+ years leading customer‑facing teams, with a proven track record of hiring, coaching, and scaling high‑performing groups.
• Demonstrated experience managing escalated, at‑risk, or executive‑level accounts and delivering measurable outcomes.
• Strong ability to define operating models, governance processes, and performance metrics for customer success functions.