Customer Success Manager

Percepto•Riviera Beach, FL

About The Position

The Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable value from the deployment of Percepto’s drone inspection solutions. This role blends customer success, solution engineering, and sales enablement responsibilities. The CSM serves as the primary point of contact for customer onboarding, implementation, and ongoing value delivery—while also supporting proof-of-concept (POC) efforts and collaborating with sales to drive adoption and expansion. Above all, this role ensures safe operations and regulatory compliance while delivering the up most value during every flight.

Requirements

Bachelor’s Degree, preferably in Engineering, Computer Science, Business Management, or related field, or equivalent experience
At least 3 years of experience in project management in a technology field or engineering field, managing large-scale projects
At least 3 years of experience in client-facing positions
Ability to communicate and coordinate across multinational R&D, QA, Product, Regulation, Operations, Sales, and Commercial teams in order to provide a successful project delivery
Capable of leading technical demonstrations and hardware testing
Ability to work in a fast-paced, flexible environment
Problem-solving skills and critical thinking
Willing to travel up to 20% of the time throughout North America
Ability to work on non-routine hours
Self-learner in a highly dynamic and ambitious work environment
Strong communication skills – written, verbal, and presentation
Experience with drone application development
Hardware-related technical skills- assembly, repair, etc.

Nice To Haves

PMP certification is a plus
Pilot license Part 107 is a plus

Responsibilities

Own the end-to-end customer onboarding and implementation journey for drone-based inspection systems.
Partner with customer stakeholders (operations, reliability, safety, compliance, IT) to align drone deployments with business objectives and KPIs.
Proactively monitor system utilization and inspection cadence to ensure maximum value realization.
Provide ongoing training, enablement, and best-practice guidance to customer teams.
Act as the voice of the customer internally, advocating for feature requests, support needs, and escalations.
Support pre-sales technical discussions, ensuring solution design aligns with customer site requirements (facilities, inspection areas, IT/security constraints, regulatory considerations).
Lead the technical implementation of drone systems, including hardware setup, configuration, flight-path design, and integration with compliance and reporting tools.
Assist with regulatory alignment (FAA, EPA, OSHA, state-specific rules) by validating operational envelopes and inspection use cases.
Troubleshoot implementation and integration challenges, ensuring smooth handover from pilot phase to scaled operations.
Maintain a working knowledge of product updates, hardware configurations, and advanced AI features (e.g., real-time leak detection, Orbit AI).
Work to understand customer needs from metrics and build value driven use cases.
Partner with the sales team during Proof of Concept (POC) efforts.
Scoping technical requirements.
Demonstrating drone capabilities and inspection workflows on-site.
Documenting success criteria and validating outcomes against agreed ROI targets.
Contribute to closing deals by delivering technical credibility and building customer trust.
Develop ROI models and value-realization frameworks tailored to each customer.