Customer Success Manager, DFR Mid-Market Northeast

Summary

Skydio is a US drone company specializing in autonomous flight through artificial intelligence, hardware, and software. The Customer Success Manager will lead implementation, usage, retention, and expansion for mid-market public safety customers while partnering with Product, Engineering, and Sales to deliver customer value.

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 mid-market 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
• Managing 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

Skills

• Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement)
• Ability to travel 25+% 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
• We are ideally seeking someone who can manage our Northeast clients, with a strong preference for candidates based in New York, New Jersey, Massachusetts, Pennsylvania, Virginia, Maryland and near a major airport

Qualifications

Must Haves

• Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement)
• Ability to travel 25+% 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

Nice to Haves

• We are ideally seeking someone who can manage our Northeast clients, with a strong preference for candidates based in New York, New Jersey, Massachusetts, Pennsylvania, Virginia, Maryland and near a major airport

Benefits

• Equity in the form of stock options
• Comprehensive benefits packages
• Relocation assistance may also be provided for eligible roles.
• Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans.
• Paid vacation time
• Sick leave
• Holiday pay
• 401K savings plan
• Remote position