Senior Customer Success Manager

Role Overview

Kittyhawk is building our customer success team, and we’re looking for experienced customer success people to bring new process, ideas, and structure to how we serve our customer base. Kittyhawk has Fortune 500 customers across industries, and we have the privilege of working with leading-edge companies and organizations who are scaling drone programs.

What You Bring To This Role

  • Build long-term relationships with top strategic accounts to drive Kittyhawk’s revenue growth by proactively identifying new products for up-sell and cross-sell opportunities
  • Deeply understand your customer’s business objectives and confidently articulate the strategic value Kittyhawk will deliver to help achieve their goals
  • Solve complex user needs and be the project manager across product, sales, and engineering teams to advocate for your customers
  • Shepherd customers through implementation and launch, ensuring that they’re launching on time, and on our latest tech. Simultaneously, work with internal engineering teams to prioritize customer requests and execute on implementation requirements
  • Keep a pulse on happy users and turn them into early adopters of new features and champions of Kittyhawk. Conversely, watch for signs of unhappiness, develop a process and lead efforts to secure the renewal
  • Stay close to the product teams so you can pitch our products to anyone, and always be connecting the dots with customers for what they can build next
  • Prepare and execute on customer success plans

What We’re Looking For

  • Proven experience in a customer-facing role managing high-revenue accounts
    Experience working in tandem with technical teams to proactively identify and resolve problems that pose a potential risk for customers
  • Excellent email, phone interpersonal and presentation skills; concise, actionable, and strategic communication style. Ability to adjust from internal to developer to C-level communications
  • Ability to learn technical content and context quickly
  • Devotion to systematization, repeatability, efficiency, and measurement
  • Ability to track and execute upon the smallest details, while never losing sight of the big-picture priorities and goals
  • Exceptional project management experience; large, multi-pronged projects that require cross-team coordination and communication
  • Proven ability to juggle a variety of customer priorities (and reprioritize constantly) and work independently
  • Empathy, grace, economy, and conviction when expressing ideas and feedback

Why You Should Join

Kittyhawk is creating a new industry, and our customers are at the bleeding edge of their companies. You’ll have the opportunity to help leaders in law enforcement, media, insurance, energy, and critical infrastructure take flight.