Customer Success Manager, DFR Mid-Market Northeast

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 https://www.skydio.com/solutions/energy-and-utilities to first responders https://www.skydio.com/solutions/public-safety, soldiers in battlefield scenarios https://www.skydio.com/solutions/national-security/tactical-isr, and beyond https://www.skydio.com/solutions.

About the Team:

The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and supporting 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 in the public safety space. A successful candidate will become an indispensable bridge between our public safety 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.

Location Preference: We are ideally seeking someone who can manage our Northeast clients, with a strong preference for candidates based in New York, New Jersey, Massachusetts, Pennsylvania, Virginia, Maryland and near a major airport.

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 mid-market customers through 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.

- Managing accounts driving adoption to ensure expansions and renewals of book of business.

Requirements

- Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement).

- Ability to travel 25+% of the time.

- Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions.

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 th …