Vice President of Customer Success

Fotokite

. Build the end-to-end Fotokite Customer Success Playbook, including SOPs for Order Handoff, Technical Commissioning, Day 30 CSAT Audits, Day 90 QBRs, and Renewal Triggers .

Posted 11/7/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and executing Customer Success Playbooks, managing customer accounts, and developing customer health tracking systems in a hybrid Hardware-plus-SaaS environment. Proven ability to lead teams, drive revenue growth, and enhance customer satisfaction through strategic initiatives.

Highest-signal resume keywords

Customer Success LeadershipCustomer Health Tracking PlatformsCustomer Success PlaybooksRetention Revenue ManagementTeam Management and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SOP DevelopmentCustomer Telemetry DashboardsCRM ConfigurationRevenue TrackingDocumentation Writing

Soft Skills

High-Accountability Culture BuildingExecutive CommunicationMentoring

Tools & Technologies

CRM ModulesCustomer Health Tracking Platforms

Industry Keywords

IoTRoboticsDefenseGovTechCustomer Success

Tech Stack

Tools & technologies

CloudIoT

About the role

Key responsibilities & impact

Build the end-to-end Fotokite Customer Success Playbook, including SOPs for Order Handoff, Technical Commissioning, Day 30 CSAT Audits, Day 90 QBRs, and Renewal Triggers
Codify segment-specific onboarding and expansion workflows for Firefighting, Law Enforcement, Defense, and Enterprise Security across global regions
Select, configure, and deploy customer health tracking platforms or advanced CRM modules and integrate them with hardware telemetry logs
Develop real-time customer health dashboards tracking flight hours, deployment frequency, software utilization, maintenance status, and churn risk
Directly manage flagship enterprise, defense, and strategic municipal accounts
Conduct high-stakes in-person QBRs, flight demos, and executive check-ins
Recruit, mentor, and manage regional Customer Success Managers and Sales Engineers across the Americas and Europe
Build a high-accountability, customer-centric culture
Partner with Regional Sales Managers and Resellers to execute fleet expansion campaigns, multi-unit orders, and accessory upsells
Own post-sale revenue for annual software subscriptions, cloud data streaming, software maintenance, and extended warranty/service attachments

Requirements

What you’ll need

Proven willingness to roll up your sleeves, write documentation, configure software tools, and manage customer accounts directly while building executive strategy
Direct experience selecting, setting up, and deploying CS tracking platforms, CRM health scoring, and customer telemetry dashboards from scratch
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 of Customer Success leadership experience
Track record of direct ownership over gross retention, net expansion revenue, software attach rates, and service contract renewals
Applicants must already have permission to work in the US
Resume and cover letter required