Customer Success Manager (Technical)

Sunflower Labs; New York (NY); Remote; USD 95,000 - 130,000; Full time

Job summary

Sunflower Labs seeks a Customer Success Manager to own after-sale care for our drone-in-a-box security systems. You will manage integrations, site networking support, and guide drone and base station issues through our support process.

The role focuses on expanding deployments from one site to multiple sites, driving renewals and additional orders. You will report to the Head of Sales with a dotted line to the support lead, and collaborate across engineering, operations and customer success to

Qualifications

• 3+ years supporting connected hardware deployed at customer sites (drones, robots, cameras or IoT devices) in customer success, technical account management, solutions engineering or support.
• Experience working inside a ticketed support process.
• Hands-on network troubleshooting (TCP/IP, DNS, DHCP, VLANs, firewalls).
• Pulls and reads logs over SSH on the Linux command line.
• Experience integrating systems through webhooks, REST APIs or video streams (RTSP/ONVIF).
• A track record of growing the accounts you own: expansion orders, add-ons or renewals you found and helped close.
• Explains a technical problem plainly to a non-technical security manager.
• Asks the discovery questions that uncover a customer's next site.

Responsibilities

• Own after-sale care for customers and monitor systems to prevent offline events.
• Fully own integrations and site networking support for Sunflower Labs deployments.
• Troubleshoot drone and base station issues through the support process and coordinate with partners as needed.
• Drive account expansion, add-ons, renewals and go-lives to land additional sites.
• Communicate technical concepts clearly to non-technical stakeholders, including security managers.

Skills

Customer success

Technical account management

Solutions engineering

Ticketing process

Network troubleshooting

SSH/Linux

REST APIs

Webhooks

Account growth

Non-technical communication

Discovery questions

Tools

SSH

Linux

Job description

About Sunflower Labs

Sunflower Labs develops autonomous drone-in-a-box systems for private security. Our system combines an autonomous quadcopter, an automated charging base station and integrated software, with systems operating at customer sites worldwide.

The Role

We're looking for a Customer Success Manager to own after-sale care. During your working hours, you'll be watching for any customer whose system goes offline or whose camera stops triggering flights. You'll fully own integrations and site networking support, and work drone and base station issues through our support process. Most customers start with one site. Your job is to make that site work so well they want the next one, and to get the order for that next one. You'll report to our Head of Sales, with a dotted line to our support lead for support work, where severity sets the priority whatever the account size.

Your Qualifications

• 3+ years supporting connected hardware deployed at customer sites (drones, robots, cameras or IoT devices) in customer success, technical account management, solutions engineering or support.

• Experience working inside a ticketed support process.

• Hands-on network troubleshooting (TCP/IP, DNS, DHCP, VLANs, firewalls).

• Pulls and reads logs over SSH on the Linux command line.

• Experience integrating systems through webhooks, REST APIs or video streams (RTSP/ONVIF).

• A track record of growing the accounts you own: expansion orders, add-ons or renewals you found and helped close.

• Explains a technical problem plainly to a non-technical security manager.

• Asks the discovery questions that uncover a customer's next site.

Your Bonus Points

• Experience with VMS or alarm platforms such as Genetec, Hanwha, Verkada or Alarm.com.

• Hands-on troubleshooting of drones, robots or other autonomous systems beyond first-level checks.

• FAA Part 107 remote pilot certificate.

• Experience in physical security, working with integrators, monitoring centers or guard companies.

• Experience renewing or expanding lease or subscription contracts.

Conditions

This full-time position is remote within the United States, with occasional travel (about 10 to 15%) for customer go-lives and account reviews. Installation and hands-on servicing are handled by our integration partners and customers.