Customer Success Manager, Commercial

Skydio is the leading US drone company and the world leader in autonomous flight. They are seeking a motivated Customer Success Manager - Commercial to lead and drive all aspects of implementation, usage, retention, and expansion of their utility and emerging industries customers.

Responsibilities:

• Build scalable processes for customer on-boarding and post-sales success
• Define, implement, and tailor technology solutions to customer specific operational needs and workflows to drive ROI
• Track and manage all implementation projects with our large 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
• Drive a hands-on approach with our customers as-needed from fieldwork to remote engagements
• Create customer loyalty through account management
• Advocate for enterprise 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
• Ensure expansions and renewals through helping customers realize their desired outcomes
• Manage ~20x accounts driving adoption to ensure expansions and renewals of book of business

Requirements:

• Ability to travel 40% of the time
• Ability to obtain Part 107 certificate
• 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 and software for or within large enterprises
• Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts
• Experience with commercial Unmanned Aircraft Systems and related software development/deployment
• Work directly with customers through proactive, metrics based engagement
• Work closely with customers and sales to drive expansion, identifying the vertical specific pain points and account risks that could impact expansion
• Ideally, we are seeking someone who can manage our East Coast clients, with a strong preference for candidates based on the east coast near a major airport