Customer Success Manager (Technical)

Sunflower Labs GmbH

8d • Remote

About The Position

Sunflower Labs develops autonomous drone-in-a-box systems for private security, combining an autonomous quadcopter, automated charging base station, and integrated software. Its systems operate at customer sites worldwide.

The Customer Success Manager owns after-sale care for customers. During working hours, the role monitors for system outages and camera-triggering issues, owns integrations and site networking support, and works drone and base station issues through the support process. The role helps customers make their initial site successful and identifies opportunities to secure follow-on site orders. The position reports to the Head of Sales and has a dotted-line relationship to the support lead for support work; issue severity determines priority regardless of account size.

This is a full-time remote position 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 integration partners and customers.

Requirements

• At least 3 years supporting connected hardware deployed at customer sites, such as drones, robots, cameras, or IoT devices, in customer success, technical account management, solutions engineering, or support.
• Experience working within a ticketed support process.
• Hands-on network troubleshooting, including TCP/IP, DNS, DHCP, VLANs, and firewalls.
• Ability to pull and read logs over SSH using the Linux command line.
• Experience integrating systems through webhooks, REST APIs, or video streams such as RTSP/ONVIF.
• A track record of growing owned accounts through expansion orders, add-ons, or renewals that the candidate identified and helped close.
• Ability to explain technical problems plainly to non-technical security managers.
• Ability to ask discovery questions that uncover customers' needs for additional sites.

Nice To Haves

• 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.

Responsibilities

• Monitor customer systems during working hours for outages and camera-triggering issues.
• Own integrations and site networking support.
• Work drone and base station issues through the support process.
• Help customers make their initial site successful and secure orders for additional sites.
• Identify opportunities to grow owned accounts through expansion orders, add-ons, or renewals.
• Prioritize support work according to issue severity, regardless of account size.
• Travel occasionally for customer go-lives and account reviews.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed