Manager of Customer Success

Summary

Join DroneDeploy's dynamic team as a Manager of Scaled Customer Success! Lead and mentor a team of Renewal and Scaled Customer Success Managers focused on our SMB customer base (1000+). You will design and implement strategies to boost customer engagement and retention, collaborating with Sales, Product, and Marketing. This fully remote role demands strong leadership, data analysis, and cross-functional collaboration skills. You'll oversee account health, manage the Customer Success Platform, and forecast renewals. Success hinges on improving renewal rates, product adoption, and customer retention through automation. A Part 107 UAV pilot's license is required within 90 days of employment.

Requirements

• 3+ years of people / team management experience in Customer Success, with a proven track record of managing and growing a team
• Demonstrated success in implementing and deploying Scaled Customer Success motions in a B2B SaaS environment
• Experience managing customer relationships in the SMB segment, ideally with a base of over 1,000 customers
• Strong data-driven decision-making skills, with the ability to analyze trends, draw insights, and take strategic action
• Excellent communication, project management, and leadership skills
• Proven ability to collaborate cross-functionally, especially with Sales, Marketing, and Product
• High proficiency with CRM tools and data analytics platforms, with a commitment to thorough and accurate documentation
• Strategic mindset with experience in process improvement and scalable solutions that drive customer success at scale
• Ability to thrive in a fast-paced, high-growth environment, balancing team management with hands-on customer support
• Able to travel domestically for in-person meetings and company events (one week per quarter)
• Able to work Monday - Friday between the hours of 8:00AM to 6:00PM US Central time
• Must be able to obtain a Part 107 UAV pilot’s license within 90 days of employment start date

Responsibilities

• Lead, coach, and manage the Scaled Customer Success team, including Renewal Managers and Scaled Customer Success Managers, to drive team and individual performance
• Design, implement, and deploy Scaled Customer Success motions to ensure efficient, high-impact service across our SMB customer segment of 1,000+ customers
• Partner closely with Sales, Product, and Marketing to foster alignment and deliver consistent customer experiences that maximize value
• Oversee account health monitoring to identify trends, prevent churn, and uncover expansion opportunities
• Manage and own our Customer Success Platform to enable scaled workflows through automations, dashboards, and workflows
• Ensure successful onboarding, adoption, and long-term satisfaction for our Scaled customer segment
• Forecast and co-manage renewals with the Renewal Managers, providing clear revenue planning and renewal strategies
• Act as a key advocate for scaled customer needs within the company, providing regular feedback to Product and other internal teams to improve the overall customer experience
• Drive operational excellence by refining and optimizing Scaled Customer Success processes and workflows

Preferred Qualifications

Experience in the drone industry or with geospatial technology

Benefits

• 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
• Drone Pilot Certification – Get certified and develop unique skills with our support