Customer Success Manager

Summary

Join DroneDeploy's Go-To-Market team as a Customer Success Manager, building relationships with key enterprise customers in the Architecture, Engineering & Construction (AEC) industry. As a reality capture subject matter expert, you will act as a trusted advisor and advocate for our customers. Your primary goal is to ensure DroneDeploy's solutions measurably impact customer projects and businesses, driving adoption, engagement, and promotion. This role involves post-sale enablement, increasing usage, and ensuring high retention and account growth. You will collaborate with sales, marketing, and product teams to achieve these goals. The ideal candidate is detail-oriented, strategic, and passionate about delivering world-class products.

Requirements

• 3+ years of experience in a B2B customer success, sales or account management role
• Proven track record of managing and growing enterprise customer relationships
• Experience working in a fast paced, high-growth B2B SaaS technology environment
• Experience supporting enterprise-level software
• Data-driven and strategic thinker with a consultant’s mindset and an ability to drive adoption
• Strong organizational, project management, time management, and communication skills
• Exceptional written and verbal communication skills
• Diligence in documenting all customer interactions in CRM and other tools
• Experience working with product support, sales, marketing, and product management teams
• Must be able to travel up to 20% of the time for on-site customer visits
• Able to work Monday - Friday, 8 am to 5 pm EST
• This role requires a Part 107 license within the first 120-days of employment

Responsibilities

• Drive DroneDeploy platform adoption, and ensure rapid time to value for our customers
• Work in tandem with your assigned sales counterpart(s) to highlight customer successes and grow subscription revenue
• Monitor activity and identify trends in customer base adoption and utilization to recognize revenue expansion opportunities, identify product champions, and assess potential churn risk
• Monitor and proactively guide customers accounts through the customer lifecycle, from basic product education to committed co-promotional partnership
• Become a trusted reality capture advisor and build relationships with product stakeholders and end-users across your account portfolio
• Act as the voice of the customer, advocating the customer’s point of view by providing detailed internal feedback to better serve our customers and improve their overall experience and outcomes
• Work closely with the Product team to align the customer base to our R&D initiatives
• Co-manage the renewals process with your sales counterpart(s) and accurately forecast renewals for revenue planning
• Impart strategic leadership and direction on all aspects of DroneDeploy products and services
• Monitor technical and other product issues to ensure speedy resolution

Preferred Qualifications

• Experience with Salesforce, Zendesk, Jira, and other similar SaaS products a plus
• Background in architecture, engineering or construction a plus

Benefits

• Innovative Company Culture – Thrive in an environment that encourages creativity and collaboration
• Drone Pilot Certification – Get certified and develop unique skills with our support
• Flexible Work Options – Enjoy flexibility with both your schedule and work location
• Family Paid Leave – Supporting you and your family when it matters most
• Top-Tier Healthcare Benefits – Comprehensive health coverage designed to support your well-being
• Professional Development & Career Growth – Opportunities to advance and grow in your career
• Flexible Paid Time Off – Take the time you need to recharge and stay balanced
• Employee Referral Bonus – Help us grow the team and get rewarded for great referrals