Customer Success Manager, DFR Majors (South Central)

We are looking for a motivated Customer Success Manager with a deep sense of ownership to lead and drive all aspects of implementation, usage, retention and expansion of our Public Safety customers. A successful candidate will become an indispensable bridge between our customers and Skydio’s extremely agile and world class technical teams. This role reports to the Manager, Customer Success (Public Safety, Major-Markets) and will work closely with our Product, Engineering, and Sales functions to deliver industry leading autonomous solutions that drive value to our customers.

Responsibilities

Build scalable processes for customer on-boarding and post sales success; Track and manage all implementation projects with our large enterprise customers for successful delivery of technology and services; Develops Healthy Customer Relationship through proactive support and cadence based follow ups; Quantifying product feedback and briefing executives to drive software and hardware engineering to better fit our customers needs; Create customer Loyalty through proactive support and account management; 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; Ensure expansions and renewals through proactive support; Manage ~20x accounts driving adoption to ensure expansions and renewals of book of business

Requirements

Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement); Proven track record of implementing new technology, driving adoption of hardware and software, and interfacing with technical teams to deliver on customer schedules; Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts; Experience with commercial Unmanned Aircraft Systems and related software development/deployment; 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; A strong desire to learn, innovate, and adapt to a growing and changing environment; Willingness to travel approximately 40%; Ability to obtain a Part 107 certificate

Benefits

Equity in the form of stock options; Comprehensive benefits packages; Relocation assistance may be provided for eligible roles; Paid vacation time; Sick leave; Holiday pay; 401K savings plan; Group health insurance plans