CSM Manager – Public Safety, Major Markets

This is a fully remote position, open to applicants in United States.

📋 Description

• Foster a culture of high accountability and trust among the team, aligned with Skydio's core values.

• Guide, mentor, and develop a team of Customer Success Managers (CSMs) catering to 20x Major Market DFR clients.

• Propel team performance based on adoption metrics and overall customer health.

• Act as a senior escalation resource for urgent customer concerns, assisting in the resolution of complex issues while preserving robust customer trust and confidence.

• Collaborate closely with Sales, Product, Engineering, and other leaders within Mission Success to support major accounts and achieve customer objectives.

• Mentor team members to foster strong executive and operational relationships with stakeholders in public safety agencies.

• Ensure proactive identification and management of account risks, driving customer success and maintaining high engagement throughout the customer journey.

• Communicate clearly and effectively—providing clarity to executives, actionable coaching to team members, and instilling confidence in customers and cross-functional partners.

• Spend time in the field with customers and team members to enhance execution, strengthen relationships, and stay attuned to the business's operational needs.

• Identify patterns in customer feedback, program risks, and operational impediments, collaborating across teams to enhance the customer experience and internal operations.

• Contribute to the evolution of the DFR Major Markets function through recruitment, talent development, team structuring, and process enhancements.

⛳️ Requirements

• Strong expertise or prior experience in supporting customers within the SLED sectors (Public Safety, Law Enforcement).

• A keen desire to learn, innovate, and adapt within a dynamic and evolving environment.

• Willingness to travel approximately 30% of the time.

• Capability to obtain a Part 107 certification.

• Previous experience in people management, preferably in Customer Success, Program Management, Mission Success, or a related post-sales role.

• Familiarity with Public Safety technology initiatives, UAS operations, or related drone technologies.

• Experience serving as an escalation point for critical customer situations and facilitating resolutions across multiple internal teams.

🏝️ Benefits

• Competitive base salaries.

• Equity in the form of stock options.

• Comprehensive benefits packages.

• Paid vacation time.

• Sick leave.

• Holiday pay.

• 401K savings plan.