Customer Success Manager, DFR Mid-Market - Northeast

Skydio

12d•$120,000 - $160,000•Hybrid

About The Position

Skydio is seeking a motivated Mid-Market Customer Success Manager with a deep sense of ownership to lead and drive all aspects of implementation, usage, retention, and expansion of their customers. This role acts as an indispensable bridge between customers and Skydio’s technical teams. The position reports to the Manager, Customer Success and collaborates with Product, Engineering, and Sales to deliver industry-leading autonomous solutions. The ideal candidate will manage Northeast clients and should be based in the Northeast near a major airport.

Requirements

Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement).
Ability to travel 20+% 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.
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.

Responsibilities

Build scalable processes for customer on-boarding and post sales success.
Track and manage all implementation projects with 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 customer needs.
Advocate for mid-market customers through a deep understanding of their use cases and needs.
Lead Quarterly Business Reviews and customer check-ins to ensure existing customers are getting value from Skydio technology.
Manage approximately 50 accounts, driving adoption to ensure expansions and renewals of the book of business.