Customer Success Manager 3 - DroneDeploy

Icehouseventures; Town of Texas (WI); On-site; USD 82,000 - 112,000; Full time

Benefits offered by this job

Equity compensation

Bonus incentive compensation

Job summary

Procore Technologies is seeking a Customer Success Manager to oversee a portfolio of 70+ mid-market AEC accounts, driving health, adoption, retention and expansion. You will collaborate with Sales, Solutions, Services, Product Support, and Product Management to align our reality capture platform with customer outcomes.

You will report to the Manager, Customer Success and be based in Austin, TX, with core hours matching U.S. Central/Eastern and 15–20% travel.

Qualifications

• 3+ years in B2B Customer Success or similar SaaS role.
• Proven track record managing a defined book of business across many accounts.
• Strong consultative, data-driven approach to customer engagement and outcomes.
• Excellent written and verbal communication with diverse stakeholders.
• Ability to obtain USA Part 107 Drone License within 90–120 days.
• Willingness to travel domestically ~15–20%.

Responsibilities

• Manage a portfolio of ~70+ mid‑market AEC customers with ownership for health, adoption, retention, and growth.
• Build and execute account plans to achieve portfolio revenue growth and retention.
• Lead onboarding and lifecycle motions to establish workflows, training, and platform realization.
• Monitor usage and health signals; address adoption gaps, risks, and new opportunities.
• Co-own renewals with Sales; forecast, prepare, and run reviews for timely contract execution.
• Identify and qualify expansion opportunities and partner with Sales to secure them.
• Advise on reality capture workflows and program design for AEC customers.
• Represent customer voice to Product, Support, and Services; provide feedback.
• Coordinate with Support to resolve issues and maintain platform confidence.
• Prepare for meetings using Salesforce, Gong, and Glean; capture insights.

Skills

B2B SaaS

Account Management

Customer Success

CRM discipline

Communication

Tools

Salesforce

Gong

Glean

Job description

DroneDeploy, the robotics and visual intelligence platform for the built world that is used on over 3 million jobsites across more than 180 countries, is now a part of Procore Technologies Inc., the global provider of construction management software. As a leader in reality capture and robotic automation, DroneDeploy delivers the visual intelligence that bridges the built world—from active construction sites to operational assets—and the digital world, providing critical, real-time visibility into daily operations.

Procore Technologies is the leading technology partner for every stage of construction. We empower construction teams to drive efficiency and mitigate risk through actionable AI & data-driven insights. For over 20 years, we have been transforming the industry with purpose-built solutions for construction professionals and we’re looking for talented people to help us build together.

We are looking for a Customer Success Manager to manage a high-volume portfolio (~70+ mid-market AEC accounts) and drive customer health, adoption, retention, and revenue expansion. As the CSM, AEC Mid-Market on our AEC Customer Success team, you will work closely with Sales, Solutions, Services, Product Support, and Product Management to align our reality capture platform to customer outcomes. Your strengths in portfolio management, consultative engagement, and cross-functional collaboration will drive your success.

You will report to the Manager, Customer Success and will be based in Austin, Texas, aligning to U.S. Central/Eastern core collaboration hours with ~15–20% domestic travel.

What You’ll Do

• 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.

What You Bring

• 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.

Strong-fit Background Might Include

• 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

Additional Information

Base Pay Range:

81,739.01 - 112,391.10 USD Annual

This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job‑related skills, experience, education or training, and location.

For Los Angeles County (unincorporated) Candidates:

Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.