Customer Success Manager DFR Majors - Northwest

Skydio

9d•$120,000 - $160,000•Hybrid

About The Position

Skydio is seeking a motivated Customer Success Manager with a strong sense of ownership to lead and drive all aspects of implementation, usage, retention, and expansion for their Public Safety customers. This role acts as a crucial link between customers and Skydio’s technical teams, reporting to the Manager, Customer Success (Public Safety, Major-Markets). The successful candidate will collaborate with Product, Engineering, and Sales to deliver industry-leading autonomous solutions that provide significant value to customers. This role is ideal for candidates based in the Northwest United States near a major airport, focusing on accounts in OR, WA, ID, UT, MT, CO, KS, NE, IA, MO, and MN.

Requirements

Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement).
Proven track record of implementing new technology, driving adoption of hardware and software, and interfacing with technical teams to deliver on customer schedules.
Excellent communication skills, both written and verbal.
Strong focus on project management tools and concepts.
Experience with commercial Unmanned Aircraft Systems and related software development/deployment.
Ability to work directly with customers through proactive, metrics-based engagement.
Ability to work closely with customers to ensure renewals, identifying accounts at risk of not renewing.
Ability to work closely with customers and sales to ensure expansion, identifying vertical-specific pain points that could prevent this expansion.
A strong desire to learn, innovate, and adapt to a growing and changing environment.
Willingness to travel approximately 40%.
Ability to obtain a Part 107 certificate.

Responsibilities

Build scalable processes for customer on-boarding and post-sales success.
Track and manage all implementation projects with 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 customer needs.
Create customer loyalty through proactive support and account management.
Advocate for Enterprise customers through a deep understanding of their use cases and needs.
Lead Quarterly Business Reviews and customer check-ins to ensure existing customers are deriving value from Skydio technology.
Ensure expansions and renewals through proactive support.
Manage approximately 20 accounts, driving adoption to ensure expansions and renewals of the book of business.