Customer Success Manager

Overview

You will be responsible for enabling customers post-sales, driving adoption within their organization and ensuring high retention and account growth. You will bring strong relationship-building experience, strategic thinking, product knowledge, technical aptitude and empathy toward ensuring the customer’s success. This role partners closely with customers as a trusted advisor, product expert, and advocate, driving meaningful product adoption to increase customer retention and long-term value. The role plays a critical part in ensuring customers successfully realize the impact of DroneDeploy’s platform. A background in customer success with data-focused, automation, or AI-driven SaaS platforms is required. General knowledge of GIS, photogrammetry, reality-capture tools (drones, 360° cameras), and APIs would be a valuable addition to the team. Strong coordination skills and the ability to work effectively with customers and internal teams across time zones are essential.

Work Model & Hours

• Work Model: Hybrid, in-office presence required four times a week.
• Work Hours: Availability within the core hours of 9am to 6pm, Monday through Friday, based on your local time zone, while accommodating necessary flexibility.
• Work Travel: Up to 40% domestic & international travel for client engagements, training sessions, and company events.

Responsibilities

• Onboard and enable Mid-Market and Enterprise customers to ensure they achieve value quickly with the DroneDeploy platform.
• Consult with existing and new customers to identify the current state of their reality capture program, identify and document current pain points, collaborate on solutions, and drive successful evaluations to align their needs with DroneDeploy’s solutions.
• Develop and maintain trusted advisor relationships with stakeholders and users in your account portfolio.
• Develop a mastery of DroneDeploy solutions, business model, services and Customer Success best practices.
• Act as the voice of the customer, advocating the customer’s point of view and provide detailed internal feedback to cross-functional teams regarding how DroneDeploy can better serve our customers, improve their experience, and better the customers’ outcomes with our services.
• Identify opportunities to develop new training and enablement materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen DroneDeploy proficiency.
• Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for aligned customer base to achieve high net retention numbers.
• Track accounts to identify churn risk and work proactively to increase health on accounts.
• Identify account expansion and cross-organizational opportunities for growth and work with your Account Executive counterpart to ensure a successful close.
• Assist with the post-sales technical process: implementation, deployment, training, QBRs, monthly check-ups and escalation management.
• Work with the Services team to deliver technical on-site trainings and flight services to help enable customers achieve faster time to value.

Qualifications

• 3+ years in Customer Success or similar B2B role, ideally serving Enterprise customers.
• Experience with Construction, Energy, Oil & Gas, or related technology & industrial sectors.
• Proven track record in managing Enterprise customer relationships and delivering results.
• Background working with SaaS platforms, especially those involving data, automation, or AI workflows.
• Working knowledge of GIS, photogrammetry, drones/360 hardware, or reality capture software.
• Data-driven and strategic thinker with strong, consultative, communication, and project management skills.
• Comfortable in fast-paced environments with cross-functional collaboration.
• CRM discipline with strong follow-through.