[Hiring] Vice President of Customer Success @Fotokite AG

Role Description

Fotokite is seeking a hands-on, high-impact Vice President of Customer Success to architect, build, and lead our global post-sales function from the ground up. Operating in a Player-Coach capacity, you will:

• Write the official Customer Success Playbook.
• Implement the technical infrastructure and tracking tools.
• Directly manage key strategic accounts while scaling a high-performing team across North/South America and Europe.
• Bridge hardware logistics, software telemetry, and customer retention to transform post-sale operations into a predictable, high-margin revenue engine across public safety agencies, defense entities, OEMs, and enterprise security clients.

Qualifications

• Player-Coach Mindset: Proven willingness to roll up your sleeves, write documentation, configure software tools, and manage customer accounts directly while building executive strategy.
• Zero-to-One Infrastructure Builder: Direct experience selecting, setting up, and deploying CS tracking platforms, CRM health scoring, and customer telemetry dashboards from scratch.
• Author of CS Playbooks: 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 CS Leadership: Proven leadership experience building and scaling CS teams.
• Revenue & P&L Accountability: Track record of direct ownership over gross retention, net expansion revenue, software attach rates, and service contract renewals.

Requirements

• We require that applicants already have permission to work in the US.
• We will not sponsor work-related visas now or in the future.
• Please include both a resume and cover letter.

Company Description

Fotokite develops autonomous, high-endurance tethered unmanned aerial systems to help firefighters and public safety teams save lives.

• Fotokite systems allow first responders to quickly and easily gain situational awareness after arriving at emergency scenes.
• Our autonomous one-touch launch/land system makes operation simple and safe.
• The dual color and thermal camera payload provides situational awareness from the system’s aerial perspective.
• Actively tethered flight means the system can be flown without a certified pilot and can be left flying for as long as the situation requires.