JobsCustomer Success ManagerUnited StatesCustomer Success Manager (Technical)
Sunflower Labs GmbH
Posted 2 days ago
Customer Success Manager (Technical)
Sunflower Labs GmbH · United States
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In short
The Customer Success Manager will own after-sale care, including monitoring system health and troubleshooting technical issues for autonomous drone systems. They are also responsible for driving account growth by identifying expansion opportunities and securing follow-on orders.
What they're looking for
MUST-HAVE SKILLS
ALSO MENTIONED
Candidates must have 3+ years of experience supporting connected hardware or IoT devices and possess strong hands-on network troubleshooting skills. Proficiency with Linux command line, API integrations, and a track record of account management are essential.
About the employer
Sunflower Labs
Autonomous security drone
Sunflower Labs builds an autonomous security drone system for commercial, industrial and high-end residential properties. The Sunflower Beehive System is a unique drone-in-a-box solution built to be fully autonomous from the ground up. It integrates with existing security cameras and sensors and extends the capabilities of any security installation or team.
- INDUSTRY
- Robotics Engineering
- COMPANY
- Privately Held
- FOUNDED
- 2016
- HEADQUARTERS
- Stallikon, Zurich
- SIZE
- 11-50
- OFFICES
- 1 on LinkedIn
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Questions about this role
- Is this Sunflower Labs GmbH role remote?
- Tagged remote.
- Does it sponsor visas?
- Listed as no visa sponsorship.
- What experience does it ask for?
- Listed as 2-5 years.
The posting, in full
Sunflower Labs develops autonomous drone-in-a-box systems for private security. Our system combines an autonomous quadcopter, an automated charging base station and integrated software, with systems operating at customer sites worldwide. 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.
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About Sunflower Labs
Sunflower Labs develops autonomous drone-in-a-box systems for private security. Our system combines an autonomous quadcopter, an automated charging base station and integrated software, with systems operating at customer sites worldwide.
The Role
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.
Your 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.
Your Bonus Points
- 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.
Conditions
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.
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