Senior Manager, Customer Success (R5273)

About the role

Shield AI is seeking a Senior Manager, Customer Success to establish, lead, and scale the Aircraft Division Customer Success function supporting V-BAT and X-BAT customers. This leader will manage a team of Customer Success Managers and ensure customers achieve sustained mission value, operational readiness, product adoption

The Senior Manager will define the Customer Success strategy, operating model, organizational structure, performance expectations, and engagement standards for U.S. government, allied defense, and strategic commercial customers. This role requires a leader who can build a high-performing customer-facing team while remaining directly engaged with complex, high-priority, and strategically sensitive accounts.

This position will also lead the Aircraft Division Critical Accounts Program, establishing the governance and operating discipline required to identify customer risk early, coordinate cross-functional recovery, maintain executive visibility, and drive issues to measurable closure. The Senior Manager will serve as a senior customer advocate and ensure customer challenges result in lasting improvements across product, operations, training, sustainment, and support.