Vice President of Customer Success

Fotokite AG

4d

About The Position

Fotokite is seeking a hands-on, high-impact Vice President of Customer Success to build and lead its global post-sales function. In a Player-Coach capacity, this role will create the Customer Success Playbook, establish standard operating procedures, implement customer success infrastructure and tracking tools, and directly manage key strategic accounts while developing a team across the Americas and Europe.

The role connects hardware logistics, software telemetry, and customer retention to develop predictable, high-margin post-sale revenue across public safety agencies, defense entities, OEMs, and enterprise security clients. The Vice President will own customer retention, account expansion, software subscriptions, and support-related revenue.

Requirements

• Proven willingness to work hands-on, write documentation, configure software tools, directly manage customer accounts, and build executive strategy.
• Direct experience selecting, setting up, and deploying customer success tracking platforms, CRM health scoring, and customer telemetry dashboards from scratch.
• Demonstrated experience creating formal, scalable Customer Success Playbooks and standard operating procedures in a hybrid hardware-plus-SaaS, IoT, robotics, defense, or GovTech environment.
• At least 5 years of Customer Success leadership experience building and scaling teams.
• Track record of direct ownership of gross retention, net expansion revenue, software attach rates, and service contract renewals.
• Already have permission to work in the United States; work-related visa sponsorship is not available.
• Submit both a resume and cover letter.

Responsibilities

• Create the end-to-end Customer Success Playbook and standard operating procedures for order handoff, technical commissioning, Day 30 CSAT audits, Day 90 QBRs, and renewal triggers.
• Develop repeatable, segment-specific onboarding and expansion workflows for firefighting, law enforcement, defense, and enterprise security customers across global regions.
• Select, configure, and deploy customer health tracking platforms or CRM modules, integrating them with hardware telemetry logs.
• Develop real-time customer health dashboards tracking system flight hours, deployment frequency, software utilization, maintenance status, and churn risk indicators.
• Directly manage flagship enterprise, defense, and strategic municipal accounts; conduct high-stakes in-person QBRs, flight demonstrations, and executive check-ins.
• Recruit, mentor, and manage regional Customer Success Managers and Sales Engineers across the Americas and Europe, fostering a high-accountability, customer-centric culture.
• Partner with Regional Sales Managers and resellers on 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 and service attachments.
• Build and scale the global post-sales function and team.

What This Job Offers

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