Customer Success Manager (Technical)

Sunflower Labs GmbH; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Sunflower Labs GmbH seeks a Customer Success Manager to own post-sale care, ensure customers’ drone systems stay online, and drive expansions. You will own integrations and site networking support, guiding issues through our support process.

You will report to the Head of Sales with a dotted line to the support lead, and work across customers from initial site to future expansions, balancing technical and non-technical communication to grow relationships.

Qualifications

• 3+ years supporting connected hardware deployed at customer sites in customer success or related roles.
• 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.

Responsibilities

• Own after-sale care and ensure customer systems stay online and productive.
• Lead integrations and site networking support for customers.
• Manage support tickets and guide drone/base station issues through the process.
• Drive account growth with expansion orders, add-ons or renewals.

Skills

Customer success

Technical account management

Solutions engineering

Support

Network troubleshooting

API/webhook integrations

Account growth

Non-technical communication

Tools

SSH

Linux command line

REST APIs

Webhooks

RTSP/ONVIF

DNS/DHCP/VLANs

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.