Customer Success Manager, DFR Mid-Market

This is a fully remote position, open to applicants in New Jersey, +5 more states.

📋 Description

• Oversee all facets of customer implementation, usage, retention, and growth within the public safety sector.

• Establish scalable processes for customer onboarding and post-sales success.

• Monitor and manage implementation projects with mid-market enterprise clients to successfully deliver technology and services.

• Cultivate strong customer relationships through proactive support and routine follow-ups.

• Measure product feedback and inform executives to drive improvements in software and hardware engineering.

• Champion mid-market customers by comprehending their use cases and requirements.

• Facilitate Quarterly Business Reviews and customer check-ins.

• Manage accounts to enhance adoption, expansions, and renewals.

• Act as a liaison between public safety customers and Skydio’s technical teams.

• Collaborate with Product, Engineering, and Sales departments.

• Report directly to the Manager of Customer Success.

⛳️ Requirements

• Strong knowledge or prior experience supporting clients in the SLED sectors (Public Safety, Law Enforcement).

• Willingness to travel over 25% of the time.

• Capability to obtain a Part 107 certificate.

• Demonstrated history of implementing new technology, agile development, and collaborating with technical teams to meet customer timelines.

• Proven success in driving the implementation, adoption, and value of hardware or software within large enterprises.

• Exceptional written and verbal communication abilities.

• Strong emphasis on project management tools and methodologies.

• Experience in a digital customer success framework, providing outstanding service to customers remotely.

• Familiarity with commercial Unmanned Aircraft Systems and associated software development/deployment.

• Ability to engage with customers proactively using metrics-based approaches.

• Capacity to work closely with customers to secure renewals and identify accounts that may be at risk of not renewing.

• Ability to collaborate with customers and sales to ensure expansion and pinpoint vertical-specific challenges.

• Preference for candidates located in New York, New Jersey, Massachusetts, Pennsylvania, Virginia, or Maryland, and near a major airport.

🏝️ Benefits

• Equity in the form of stock options.

• Comprehensive benefits package.

• Group health insurance plans.

• Paid vacation time.

• Sick leave.

• Holiday pay.

• 401K savings plan.

• Relocation assistance may be available for eligible roles.