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Customer Success Manager
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(Remote) USA
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About DroneDeploy
Build with certainty, operate with confidence. That’s why thousands of construction, oil and gas, and renewable energy companies use DroneDeploy on a daily basis. We help them automate reality capture using drones, robots, and 360 cameras – combining this data in one platform for AI-powered analysis. From aerial and ground views of construction progress to automated gauge readings and methane leak detection, DroneDeploy is shaping the future of reality capture.

At DroneDeploy, we thrive in a remote-first culture, powered by innovation. Growth is limitless, and employee contributions matter. With accolades as a Best Place to Work in the SF Bay Area and a spot on America’s Best Startups list, our team is dynamic, purpose-driven, and dedicated to delivering top-tier reality capture software. We cultivate an environment of opportunity. Our dynamic growth is fueled by the diverse range of ideas nurtured by our team. This is why our commitment to internal advancement is profound. A multitude of paths for professional and personal development are available, where flexible schedules, family-friendly benefits, and remote work options propel our team's journey.

We are hiring an experienced Customer Success Manager to join our Customer Success team. In this role, you will report directly to the Director of Customer Success and will be responsible for managing and growing our customers. This remote role requires up to 25% travel for occasional in-person, customer-facing, and company meetings. The standard working hours for this role will be Monday - Friday, 9 AM to 6 PM.

We champion diversity and encourage candidates of all backgrounds to apply — even if you don't meet every listed qualification. Share with us your distinctive strengths; we're keen to understand the unique perspectives you bring to the table.

  • Drive DroneDeploy platform adoption, and ensure rapid time to value for our customers
  • Work in tandem with your assigned sales counterpart(s) to highlight customer successes and grow subscription revenue
  • Monitor activity and identify trends in customer base adoption and utilization to recognize revenue expansion opportunities, identify product champions, and assess potential churn risk
  • Monitor and proactively guide customer accounts through the customer lifecycle, from basic product education to committed co-promotional partnership
  • Become a trusted reality capture advisor and build relationships with product stakeholders and end-users across your account portfolio 
  • Act as the voice of the customer, advocating the customer’s point of view by providing detailed internal feedback to better serve our customers and improve their overall experience and outcomes
  • Work closely with the Product team to align the customer base to our R&D initiatives 
  • Co-manage the renewals process with your sales counterpart(s) and accurately forecast renewals for revenue planning
  • Impart strategic leadership and direction on all aspects of DroneDeploy products and services
  • Monitor technical and other product issues to ensure speedy resolution

  • Requirements
  • 3+ years of experience in a B2B customer success, sales, or account management role
  • Proven track record of managing and growing enterprise customer relationships
  • Experience working in a fast-paced, high-growth B2B SaaS technology environment
  • Experience supporting enterprise-level software   
  • Data-driven and strategic thinker with a consultant’s mindset and an ability to drive adoption
  • Strong organizational, project management, time management, and communication skills
  • Exceptional written and verbal communication skills
  • Diligence in documenting all customer interactions in CRM and other tools
  • Experience working with product support, sales, marketing, and product management teams
  • This role requires a Part 107 license within the first 90 days of employment
  • #LI-Remote

    Employee Offerings & Benefits include:
    (may vary by location)
    Innovative company culture
    Drone pilot certification
    Flexible work schedules
    Flexible work location
    Family paid leave
    Paid healthcare for employees
    Professional development & career advancements
    Wellbeing activities (live & on-demand)
    Flexible paid time off
    Employee referral bonus
    Commuter savings

    DroneDeploy is an equal opportunity employer.

    All DroneDeploy employees are responsible for assisting in protecting the company and customer data by following information security policies and procedures.

    Please refer to our Recruitment Privacy Notice for information about privacy during the recruiting process.

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