Senior Manager, Customer Success – Defense & Aviation

Shield; Dallas (TX); On-site; USD 144,000 - 216,000; Full time

Job summary

Shield AI seeks a Senior Manager, Customer Success to build and scale the Aircraft Division CS function for V-BAT and X-BAT customers, including government, allied defense, and strategic commercial accounts. You will lead a team of Customer Success Managers, define the operating model, and drive adoption and mission value.

You will own critical accounts governance, escalate customer risk early, and align across product, engineering, training, sustainment, and support to ensure customer success

Qualifications

• 10+ years in customer success, operations, or related roles.
• Proven experience leading customer-facing, account management, or CS teams.
• Experience building or scaling CS or similar functions.
• Experience managing escalated and executive-level accounts.
• Strong executive presence and communication with senior stakeholders.

Responsibilities

• Lead and scale the Aircraft Division Customer Success function across U.S. government and strategic commercial accounts.
• Coach and develop a team of Customer Success Managers focused on adoption, readiness, and mission value.
• Define team structure, roles, responsibilities, and performance expectations; recruit and onboard talent.
• Set priorities, allocate resources, and establish measurable goals with regular evaluations.
• Develop scalable CS operating model with health scoring, success plans, reviews, and governance.
• Own the Critical Accounts Program and drive risk reduction with cross-functional teams.
• Advocate for customer mission success and translate feedback into product and service improvements.
• Establish dashboards, risk registers, and executive reporting for visibility and decision-making.

Skills

Leadership

Customer Success

Executive Communications

Cross-functional Collaboration

Team Development

Strategic Thinking

Tools

Salesforce

Gainsight

Jira

Confluence

Tableau

Power BI

Job description

Shield AI seeks a Senior Manager, Customer Success to build and scale the Aircraft Division CS function for V-BAT and X-BAT customers, including government, allied defense, and strategic commercial accounts. You will lead a team of Customer Success Managers, define the operating model, and drive adoption and mission value.

You will own critical accounts governance, escalate customer risk early, and align across product, engineering, training, sustainment, and support to ensure customer success