Customer Success Manager (Technical)

Sunflower Labs; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Sunflower Labs is seeking a Customer Success Manager to own after-sale care for its autonomous drone-in-a-box systems. You will monitor customer sites, manage integrations, and provide networking support to keep systems online and productive.

In this role you will drive account growth through expansion orders, add-ons or renewals, working with the Head of Sales and support leadership to prioritize issues and opportunities across accounts.

Qualifications

• 3+ years supporting connected hardware deployed at customer sites in CS, TAM, solutions engineering or support.
• Experience in ticketed support processes.
• Pulls and reads logs over SSH on the Linux command line.
• Experience integrating systems via webhooks, REST APIs or RTSP/ONVIF streams.
• Track record of growing accounts: expansion orders, add-ons or renewals.
• Ability to explain technical problems plainly to non-technical stakeholders.
• Asks discovery questions to uncover a customer's next site.

Responsibilities

• Own after-sale care and monitor customer systems for offline status.
• Fully own integrations and site networking support.
• Triage drone and base station issues through our support process.
• Aim to expand by ensuring first site success leads to next-site orders.

Skills

Customer success

Technical account management

Solutions engineering

Support

SSH / Linux CLI

API integration

Discovery questions

Account growth

Clear communication

Job description

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.

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.

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.