Customer Success Manager (East Coast - Mid Market - Public Safety)

Skydio; United States; Remote; USD 120,000 - 159,000; Full time

Job summary

An established industry player is seeking a motivated Customer Success Manager to lead customer onboarding and drive retention. This role is crucial in bridging the gap between customers and technical teams, ensuring successful implementation and ongoing support. You will manage a portfolio of accounts, advocate for customer needs, and collaborate closely with various departments to deliver top-notch solutions. If you are passionate about customer success and eager to make a significant impact in a rapidly growing team, this opportunity is perfect for you. Join a dynamic environment that values innovation and diversity, and help shape the future of autonomous technology.

Benefits

Equity in the form of stock options

Comprehensive benefits packages

Paid vacation time

Sick leave

Holiday pay

401K savings plan

Relocation assistance

Qualifications

• Experience in supporting customers in Public Safety and Law Enforcement sectors.
• Strong ability to manage implementation projects and customer relationships.

Responsibilities

• Build scalable processes for customer onboarding and post-sales success.
• Track and manage implementation projects for mid-market enterprise customers.

Skills

Customer Support

Project Management

Communication Skills

Technical Implementation

Customer Relationship Management

Education

Bachelor's Degree

Tools

Project Management Tools

Job description

Customer Success Manager (East Coast - Mid Market - Public Safety)

Remote

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users. From utility inspectors to first responders, soldiers in battlefield scenarios and beyond.

The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and support to customers with world-class on-boarding and technical expertise. We are a rapidly growing team of passionate, mission-driven UAS professionals, who sweat the details and ensure our customers are set up for success.

About the role:

We are looking for 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 our customers. A successful candidate will become an indispensable bridge between our customers and Skydio’s extremely agile and world-class technical teams. This role reports to the Manager, Customer Success and will work closely with our Product, Engineering, and Sales functions to deliver industry-leading autonomous solutions that drive value to our customers.

How you’ll make an impact:

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

Requirements:

• Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement).
• Ability to travel 10+% of the time.
• Ability to obtain Part 107 certificate.

Experience & Skills:

• 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.

Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $120,000 - $158,025*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay, and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria.

*Compensation for certain positions may vary based on the position’s location.

At Skydio, we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state, or local anti-discrimination laws.

For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/