Vice President of Customer Success
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Job Description
Vice President building Fotokite’s global customer-success function for autonomous tethered aerial systems. Owning playbooks, telemetry-driven health tracking, strategic accounts, retention, and expansion.
Responsibilities:
- Build the end-to-end Fotokite Customer Success Playbook, including SOPs for Order Handoff, Technical Commissioning, Day 30 CSAT Audits, Day 90 QBRs, and Renewal Triggers
- Codify segment-specific onboarding and expansion workflows for Firefighting, Law Enforcement, Defense, and Enterprise Security across global regions
- Select, configure, and deploy customer health tracking platforms or advanced CRM modules and integrate them with hardware telemetry logs
- Develop real-time customer health dashboards tracking flight hours, deployment frequency, software utilization, maintenance status, and churn risk
- Directly manage flagship enterprise, defense, and strategic municipal accounts
- Conduct high-stakes in-person QBRs, flight demos, and executive check-ins
- Recruit, mentor, and manage regional Customer Success Managers and Sales Engineers across the Americas and Europe
- Build a high-accountability, customer-centric culture
- Partner with Regional Sales Managers and Resellers to execute fleet expansion campaigns, multi-unit orders, and accessory upsells
- Own post-sale revenue for annual software subscriptions, cloud data streaming, software maintenance, and extended warranty/service attachments
Requirements:
- Proven willingness to roll up your sleeves, write documentation, configure software tools, and manage customer accounts directly while building executive strategy
- Direct experience selecting, setting up, and deploying CS tracking platforms, CRM health scoring, and customer telemetry dashboards from scratch
- Demonstrated track record creating formal, scalable Customer Success Playbooks and SOPs in a hybrid Hardware-plus-SaaS, IoT, Robotics, Defense, or GovTech environment
- 5+ years of Customer Success leadership experience
- Track record of direct ownership over gross retention, net expansion revenue, software attach rates, and service contract renewals
- Applicants must already have permission to work in the US
- Resume and cover letter required
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