[Hiring] Customer Success Manager @Sunflower Labs GmbH

Role Description

We're looking for a Customer Success Manager to own after-sale care. During your working hours, you'll be watching for any customer whose system goes offline or whose camera stops triggering flights. You'll fully own integrations and site networking support, and work drone and base station issues through our support process. Most customers start with one site. Your job is to make that site work so well they want the next one, and to get the order for that next one. You'll report to our Head of Sales, with a dotted line to our support lead for support work, where severity sets the priority whatever the account size.

Qualifications

• 3+ years supporting connected hardware deployed at customer sites (drones, robots, cameras or IoT devices) in customer success, technical account management, solutions engineering or support.
• Experience working inside a ticketed support process.
• Hands-on network troubleshooting (TCP/IP, DNS, DHCP, VLANs, firewalls).
• Pulls and reads logs over SSH on the Linux command line.
• Experience integrating systems through webhooks, REST APIs or video streams (RTSP/ONVIF).
• A track record of growing the accounts you own: expansion orders, add-ons or renewals you found and helped close.
• Explains a technical problem plainly to a non-technical security manager.
• Asks the discovery questions that uncover a customer's next site.

Requirements

• Experience with VMS or alarm platforms such as Genetec, Hanwha, Verkada or Alarm.com.
• Hands-on troubleshooting of drones, robots or other autonomous systems beyond first-level checks.
• FAA Part 107 remote pilot certificate.
• Experience in physical security, working with integrators, monitoring centers or guard companies.
• Experience renewing or expanding lease or subscription contracts.

Benefits

• This full-time position is remote within the United States, with occasional travel (about 10 to 15%) for customer go-lives and account reviews.
• Installation and hands-on servicing are handled by our integration partners and customers.

Company Description

Sunflower Labs develops a remote autonomous security solution for industrial, commercial, and residential properties. The Sunflower Beehive System is a unique drone-in-a-box solution built to be fully autonomous from the ground up. The system integrates with existing security cameras and sensors and extends the capabilities of any security system or staff. The system is now commercially available and it is actively deployed with customers all over the world.