Staff Customer Success Manager – Enterprise Software

About the role

This senior Customer Success Manager will support Shield AI’s Hivemind Enterprise customers, working closely with C‑Suite stakeholders to drive outcomes. The role requires extensive travel (30‑50% of time) to customer sites across North America and Europe. You will guide customers from onboarding through off‑boarding, ensuring they achieve value from the software and supporting renewals.

Key responsibilities

• Build and maintain strong relationships with enterprise customers.
• Serve as the primary point of contact for onboarding, training, off‑boarding, and renewals.
• Develop and implement tailored customer success plans.
• Conduct regular reviews to ensure customers meet their goals.
• Collaborate with sales and product teams to address feedback and needs.
• Own and drive contract renewal processes.
• Partner with sales to expand revenue through a land‑and‑expand approach.

Required profile

• Bachelor's degree in business, engineering, or a related field.
• 8+ years of experience in customer success or account management.
• 3+ years working with large enterprise customers.
• Proven track record of renewing and retaining multi‑million‑dollar contracts.
• Experience thriving in a fast‑paced startup environment.
• Strong problem‑solving abilities and strategic thinking.