Remote Customer Success Manager - Drone Systems Growth

Sunflower Labs; New York (NY); Remote; USD 95,000 - 130,000; Full time

Job summary

Sunflower Labs seeks a Customer Success Manager to own after-sale care for our drone-in-a-box security systems. You will manage integrations, site networking support, and guide drone and base station issues through our support process.

The role focuses on expanding deployments from one site to multiple sites, driving renewals and additional orders. You will report to the Head of Sales with a dotted line to the support lead, and collaborate across engineering, operations and customer success to

Qualifications

• 3+ years supporting connected hardware deployed at customer sites (drones, robots, cameras or IoT devices) in customer success, technical account management, solutions engineering or support.
• Experience working inside a ticketed support process.
• Hands-on network troubleshooting (TCP/IP, DNS, DHCP, VLANs, firewalls).
• Pulls and reads logs over SSH on the Linux command line.
• Experience integrating systems through webhooks, REST APIs or video streams (RTSP/ONVIF).
• A track record of growing the accounts you own: expansion orders, add-ons or renewals you found and helped close.
• Explains a technical problem plainly to a non-technical security manager.
• Asks the discovery questions that uncover a customer's next site.

Responsibilities

• Own after-sale care for customers and monitor systems to prevent offline events.
• Fully own integrations and site networking support for Sunflower Labs deployments.
• Troubleshoot drone and base station issues through the support process and coordinate with partners as needed.
• Drive account expansion, add-ons, renewals and go-lives to land additional sites.
• Communicate technical concepts clearly to non-technical stakeholders, including security managers.

Skills

Customer success

Technical account management

Solutions engineering

Ticketing process

Network troubleshooting

SSH/Linux

REST APIs

Webhooks

Account growth

Non-technical communication

Discovery questions

Tools

SSH

Linux

Job description

Sunflower Labs seeks a Customer Success Manager to own after-sale care for our drone-in-a-box security systems. You will manage integrations, site networking support, and guide drone and base station issues through our support process.

The role focuses on expanding deployments from one site to multiple sites, driving renewals and additional orders. You will report to the Head of Sales with a dotted line to the support lead, and collaborate across engineering, operations and customer success to