Customer Success & Partnerships Manager – Remote

Terminal Autonomy operates the world’s largest drone delivery systems, sending essential defense systems to those in need. We’re at the forefront of a revolution, designing, manufacturing, and operating our fleet of autonomous aircraft to provide much-needed defense strategies.

Contracting with a new customer is only the first step in Terminal Autonomy’s journey to improve access to defense systems. We depend on the experience and judgment of our Customer Success team to make our service impactful. Terminal Autonomy is successful when our customers receive superior value from our service. Customer Success Account Managers are responsible for key customer activities (e.g. on-boarding, support, service adoption, advocacy, etc.) and outcomes (e.g. renewals, revenue growth, etc.).

In your role as a Customer Success Account Manager, you will:

1.  Drive customer success outcomes

• Understand long-term customer goals, and align customer and Terminal Autonomy resources to achieve them.
• Earn long-lasting trust with our customers by solving issues and concerns as they arise.
• Increase service adoption and find additional customer uses for Terminal Autonomy’s service to expand lifetime value for our customers and Terminal Autonomy.
• Continuously engage with customer stakeholders to identify opportunities and risks, and present recommendations and solutions.

1. Define and optimize the customer lifecycle

• Map the customer journey, and report relevant insights to Terminal Autonomy Sales, Business Development, Operations, Engineering, and Product Management.
• Collaborate with a cross-functional set of teams to ensure our business is growing and developing with our customer needs as a top priority.
• Continuously gather customer feedback to: develop standardized interventions that improve customer satisfaction with Terminal Autonomy’s service; identify opportunities for continuous improvement; and share best practices across our customer base

1.  Manage customer success activities, including onboarding, training, and customer support advocacy.

We’re looking for someone who is…

• Experienced with at least 3-5 years in customer-facing roles, and ideally has post-sale or sales experience in defense and/or life sciences.
• Passionate about Terminal Autonomy’s mission and about helping customers achieve their goals.
• Able to build trust quickly because you are authentic, direct, and have strong empathy for customers.
• Analytical and organized – you use data to make decisions and know when and how to implement the right level of the process.
• Confident in presenting complex solutions in a way that inspires your audience.
• Familiar with the value drivers for recurring revenue businesses, and you are excited to grow the customer accounts that you manage.
• Continuously learning – it’s how we made it this far!

We value diversity at Terminal Autonomy and welcome applicants who are traditionally underrepresented in our industry. If you like the sound of this position but are not sure if you are the perfect fit, please apply!

Terminal Autonomy is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our sensibilities.