Vice President of Customer Success

Job not on LinkedIn

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

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Fotokite

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

🎖️ Defense

🏥 Healthcare

📦 Logistics

Defense • Healthcare • Logistics

Fotokite is an innovator in the field of public safety technology, specializing in actively tethered unmanned aerial systems (UAS) designed for first responders. Their flagship product, the Fotokite Sigma, provides mission-critical aerial situational awareness without the need for dedicated piloting, thus enabling teams to focus on their critical tasks. Incorporating advanced thermal and color cameras, Fotokite systems are built to operate effectively under various weather conditions and are used extensively in emergency response scenarios such as firefighting, search and rescue, and disaster management.

📋 Description

• 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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