Vice President of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop a comprehensive Fotokite Customer Success Playbook encompassing SOPs for Order Handoff, Technical Commissioning, Day 30 CSAT Audits, Day 90 QBRs, and Renewal Triggers.

• Establish segment-specific onboarding and expansion processes for Firefighting, Law Enforcement, Defense, and Enterprise Security across various global regions.

• Choose, configure, and implement customer health tracking systems or advanced CRM modules and integrate these with hardware telemetry logs.

• Create real-time customer health dashboards that monitor flight hours, deployment frequency, software utilization, maintenance status, and churn risk.

• Manage flagship enterprise, defense, and strategic municipal accounts directly.

• Lead high-stakes in-person QBRs, flight demonstrations, and executive check-ins.

• Recruit, guide, and oversee regional Customer Success Managers and Sales Engineers throughout the Americas and Europe.

• Foster a culture of high accountability and customer-centricity.

• Collaborate with Regional Sales Managers and Resellers to implement fleet expansion initiatives, multi-unit orders, and accessory upsells.

• Take ownership of post-sale revenue for annual software subscriptions, cloud data streaming, software maintenance, and extended warranty/service attachments.

⛳️ Requirements

• Demonstrated willingness to engage hands-on by writing documentation, configuring software tools, and directly managing customer accounts while formulating executive strategies.

• Direct experience in selecting, setting up, and deploying customer success tracking platforms, CRM health scoring, and customer telemetry dashboards from the ground up.

• Proven history of creating formal, scalable Customer Success Playbooks and SOPs in a hybrid Hardware-plus-SaaS, IoT, Robotics, Defense, or GovTech setting.

• Over 5 years of leadership experience in Customer Success.

• A solid track record of direct responsibility for gross retention, net expansion revenue, software attach rates, and service contract renewals.

• Candidates must possess authorization to work in the US.

• Submission of a resume and cover letter is mandatory.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.