Customer Success Manager (Mid Market - Public Safety)

Booster; San Mateo (CA); On-site; USD 124,000 - 159,000; Full time

Job summary

An innovative company is seeking a dedicated Customer Success Manager to lead customer onboarding and ensure satisfaction with cutting-edge technology. This role is pivotal in managing relationships with mid-market enterprise customers, advocating for their needs, and driving the adoption of autonomous solutions. The ideal candidate will excel in communication and project management, working closely with technical teams to deliver exceptional service. Join a passionate team committed to customer success and be part of a transformative journey in the drone industry, where your contributions will make a significant impact on clients and their operations.

Benefits

Health Insurance

Flexible Working Hours

Professional Development Opportunities

Remote Work Options

Qualifications

• Experience supporting customers in SLED industries.
• Proven track record of driving technology implementation.

Responsibilities

• Manage customer onboarding and post-sales success.
• Develop relationships and track implementation projects.

Skills

Customer Support

Project Management

Communication Skills

Technical Knowledge in UAS

Relationship Management

Education

Bachelor's Degree

Tools

Project Management Tools

Job description

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from first responders to insurance claims adjusters, utilities, and more!

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 onboarding 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:

1. Build scalable processes for customer onboarding and post-sales success.
2. Track and manage all implementation projects with our mid-market enterprise customers for successful delivery of technology and services.
3. Develop healthy customer relationships through proactive support and cadence-based follow-ups.
4. Quantify product feedback and brief executives to drive software and hardware engineering to better fit our customers' needs.
5. Advocate for Enterprise customers through deep understanding of their use cases and needs.
6. Lead Quarterly Business Reviews and customer check-ins to ensure our existing customers are getting value from Skydio technology.
7. Manage ~50 accounts driving adoption to ensure expansions and renewals of the book of business.

Requirements:

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

Experience & Skills:

1. Proven track record of implementing new technology, agile development, and interfacing with technical teams to deliver on customer schedules.
2. Proven track record of driving implementation, adoption, and value of hardware or software for or within large Enterprises.
3. Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts.
4. Experience working in a digital customer success motion and delivering excellent service to a customer from a remote position.
5. Experience with commercial Unmanned Aircraft Systems and related software development/deployment.
6. Work directly with customers through proactive, metrics-based engagement.
7. Work closely with customers to ensure renewals, identifying accounts that are at risk not to renew.
8. Work closely with customers and sales to ensure expansion, identifying the vertical-specific pain points that could prevent this expansion.

Compensation Range: The annual base salary range for this position is $124,950.00 - $158,025. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Skydio full-time employees are eligible to enroll in our benefit plans and take advantage of a variety of incentives and stipends.

*For some positions, the pay may be dependent upon the individual's regional 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.

As such, we do not make hiring or other employment-related decisions on the basis of an applicant or employee’s race, color, ethnicity, national origin, citizenship, sex/gender (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender identity or expression, age, religion, disability status, sexual orientation, marital status, medical condition, genetic information or characteristics, veteran, military or family status, or other classifications protected by applicable 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/