Customer Success Manager, Commercial

Skydio

7d•$120,000 - $160,000•Hybrid

About The Position

The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and supporting customers with world class on-boarding and technical expertise. We are a rapidly growing team of passionate, mission driven UAS professionals, who sweat the details and ensure our customers are set up for success. We are looking for a motivated Customer Success Manager - Commercial with a deep sense of ownership to lead and drive all aspects of implementation, usage, retention and expansion of our Commercial Industrial Markets, including Oil & Gas and Transportation. 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 of Commercial Customer Success and will work closely with our Product, Engineering, and Sales functions to deliver industry leading autonomous solutions that drive value to our customers.

Requirements

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 and software for or within large enterprises.
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 and sales to drive expansion, identifying the vertical specific pain points and account risks that could impact expansion.
A strong desire to learn, innovate, and adapt to a growing and changing environment.
Willingness to travel approximately 40%.
Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions.

Responsibilities

Build scalable processes for customer on-boarding and post-sales success
Define, implement, and tailor technology solutions to customer specific operational needs and workflows to drive ROI
Track and manage all implementation projects with our large 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
Drive a hands-on approach with our customers as-needed from fieldwork to remote engagements
Create customer loyalty through 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 helping customers realize their desired outcomes.
Manage ~20x accounts driving adoption to ensure expansions and renewals of book of business.