BRINC DronesRemote
Customer Success Manager, DFR
United States
Full-time
5 hours ago
$70,000 - $140,000 USD
H1B Sponsor Likely
Key skills
GoCRMLeadershipStrategic PlanningCollaborationCustomer SuccessAccount ManagementSales
About this role
BRINC Drones is redefining public safety with innovative tools such as drones and 911 response networks. The Customer Success Manager, DFR will manage strategic Drone as First Responder customers, focusing on renewals, expansion, and stakeholder engagement to drive operational excellence and customer satisfaction.
Responsibilities:
- Own and manage a portfolio of ~20–25 strategic DFR accounts, each valued at $500K+
- Serve as the primary relationship owner for executive, operational, and technical stakeholders
- Lead Executive QBRs, SLA reviews, and renewal strategy sessions with decision-makers
- Drive adoption through onsite visits, training programs, and operational support
- Manage trial-to-program conversions for Year 1 DFR customers to ensure retention and expansion goals are met
- Coordinate DFR trials, demos, and go-live activities in collaboration with regional demo teams and Post-Sales Engineers
- Maintain accurate account health scores, renewal forecasts, and activity tracking in HubSpot CRM
- Identify at-risk accounts early, develop recovery plans, and escalate issues where needed
- Track public sector funding cycles and manage multi-year renewal timelines
- Collaborate cross-functionally with Sales, Post-Sales, Support, Product, and Engineering to ensure a seamless customer experience
- Provide structured feedback to Product and Leadership on customer insights, feature requests, and operational trends
- Act as a customer advocate in roadmap and strategic planning discussions
- Travel extensively (60–70%) to conduct onsite visits, training sessions, and executive briefings
Requirements:
- 7+ years in strategic leadership and or customer service/success (private or public), account management, or strategic account leadership
- Experience managing strategic level responsibilities and outcomes
- Strong track record of exceeding performance objectives, renewal or expansion targets
- Public safety, defense, or mission-critical technology experience
- Ability to travel extensively (60–70%) and work in dynamic, high-pressure environments
- FAA Part 107 certification or willingness to obtain within 60 days
- sUAS operational knowledge or familiarity with drone technology
- Experience with CRM platforms (HubSpot preferred)
- Knowledge of public sector procurement and funding cycles