Customer Success Manager, DFR Mid-Market

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

📋 Description

• Develop scalable processes for onboarding customers and ensuring post-sales success.

• Oversee and coordinate all implementation projects for our mid-market enterprise clients to ensure the successful delivery of technology and services.

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

• Analyze product feedback and brief executives to guide software and hardware engineering in aligning with our customers' needs.

• Represent mid-market customers by deeply understanding their use cases and requirements.

• Facilitate Quarterly Business Reviews and customer check-ins to verify that our existing customers derive value from Skydio technology.

• Manage approximately 50 accounts, promoting adoption to secure expansions and renewals within the book of business.

⛳️ Requirements

• In-depth knowledge or prior experience in supporting customers within the SLED sectors (Public Safety, Law Enforcement).

• Willingness to travel over 20% of the time.

• Capability to obtain a Part 107 certification.

• Proven history of implementing new technologies, agile development, and collaborating with technical teams to meet customer deadlines.

• Established track record of facilitating implementation, adoption, and value realization of hardware or software within large enterprises.

• Exceptional communication skills, both written and verbal, along with a strong emphasis on project management tools and methodologies.

• Experience in a digital customer success role while providing outstanding service to customers from a remote setting.

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

• Engage directly with customers through proactive, metrics-driven interactions.

• Collaborate closely with customers to ensure renewals, identifying accounts that may be at risk of not renewing.

• Partner with customers and sales teams to promote expansion, recognizing vertical-specific challenges that could hinder this growth.

🏝️ Benefits

• Health insurance

• 401K savings plan

• Paid vacation time

• Sick leave

• Holiday pay