Customer Success Manager

Summary

Join Skydio, a leading drone company, as a Customer Success Manager to drive customer implementation, usage, retention, and expansion. You will be responsible for managing mid-market enterprise customers, ensuring successful delivery of technology and services, and building strong relationships through proactive support. This role requires strong knowledge of the SLED industries, experience in implementing new technology, and excellent communication skills. You will work closely with technical teams, sales, and executives to advocate for customer needs and drive product development. Skydio offers competitive compensation, equity, and comprehensive benefits, including health insurance, paid time off, and a 401K savings plan.

Requirements

• Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement)
• Ability to travel 10+% of the time
• Ability to obtain Part 107 certificate
• Proven track record of implementing new technology, agile development and interfacing with technical teams to deliver on customer schedules
• Proven track record of driving implementation, adoption and value of hardware or software for or within large Enterprises
• Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts
• Experience working in a digital customer success motion and delivering excellent service to a customer from a remote position
• Experience with commercial Unmanned Aircraft Systems and related software development/deployment

Responsibilities

• Build scalable processes for customer on-boarding and post sales success
• Track and manage all implementation projects with our mid-market enterprise customers for successful delivery of technology and services
• Develop healthy customer relationships through proactive support and cadence based follow ups
• Quantify product feedback and brief executives to drive software and hardware engineering to better fit our customers needs
• Advocate for Enterprise customers through deep understanding of their use cases and needs
• Lead Quarterly Business Reviews and customer check-ins to ensure our existing customers are getting value from Skydio technology
• Manage ~50x accounts driving adoption to ensure expansions and renewals of book of business
• Work directly with customers through proactive, metrics based engagement
• Work closely with customers to ensure renewals, identifying accounts that are at risk not to renew
• Work closely with customers and sales to ensure expansion, identifying the vertical specific pain points that could prevent this expansion

Benefits

• Competitive base salaries
• Equity in the form of stock options
• Comprehensive benefits packages
• Relocation assistance may also be provided for eligible roles
• Paid vacation time
• Sick leave
• Holiday pay
• 401K savings plan