Customer Success Manager 3 - DroneDeploy

Procore Technologies•Austin, TX

15d•$132,000 - $181,500•Onsite

About The Position

DroneDeploy, now part of Procore Technologies Inc., is a leading robotics and visual intelligence platform for the built world, used on over 3 million jobsites globally. DroneDeploy provides visual intelligence that connects the built world with the digital world, offering real-time visibility into daily operations. Procore Technologies is a global provider of construction management software, transforming the industry with purpose-built solutions. This role is for a Customer Success Manager, AEC Mid-Market, on the AEC Customer Success team, responsible for managing a high-volume portfolio of mid-market AEC accounts to drive customer health, adoption, retention, and revenue expansion. The CSM will collaborate with Sales, Solutions, Services, Product Support, and Product Management to align the reality capture platform with customer outcomes. Success in this role relies on strengths in portfolio management, consultative engagement, and cross-functional collaboration.

Requirements

3+ years in B2B Customer Success, Account Management, or a similar customer-facing SaaS role to bring proven experience in driving retention and growth.
Proven track record of managing and growing a defined book of business across a sizeable portfolio of accounts with structured planning.
Strong consultative, data-driven approach to customer engagement, value realization, and business outcome alignment.
Excellent written and verbal communication skills across field users, operations, and executive leadership.
High CRM discipline and a strong habit of clear, timely documentation using tools like Salesforce, Gong, and collaboration platforms.
Ability to obtain a USA Part 107 Drone License within the first 90–120 days of employment and maintain it throughout employment.
Ability and willingness to travel domestically ~15–20% for customer visits and company events.

Nice To Haves

B2B SaaS Customer Success Management / Account Management
AEC (Architecture, Engineering, Construction) Industry Operations or Technology
Drone / Reality Capture Program Management
Construction Field Management or Jobsite Technology Specialist

Responsibilities

Manage a portfolio of ~70+ mid-market AEC customers, with clear ownership for health, adoption, retention, and growth to maximize time-to-value.
Build and execute account plans that achieve portfolio-level revenue growth (target ~20% YoY) and strong net/gross retention.
Lead onboarding and early lifecycle motions to establish core workflows, effective training, and rapid platform realization.
Monitor usage and health signals to intervene early, addressing adoption gaps, risks, and new opportunities proactively.
Co-own renewals with Sales by forecasting, preparing, and running reviews to drive timely execution of contracts.
Identify and qualify expansion opportunities (license growth, new units, add-ons) and partner with Sales to secure them.
Act as a trusted advisor on reality capture workflows and program design for AEC customers.
Represent the voice of the customer to Product, Support, and Services, providing structured feedback and use-case insight.
Coordinate with Support and Services to resolve issues quickly and maintain confidence in the platform.
Utilize Salesforce, Gong, and Glean to prepare for meetings, capture insights, and maintain clear documentation.