Customer Success Manager

While this role may be posted in a particular city and/or state we are open to hiring throughout the USA/nationwide for all positions.

About DroneDeploy

DroneDeploy is the leading site reality platform. We transform job sites, structures, and assets into easy-to-understand digital twins, generating valuable insights for industries including construction, energy, and agriculture. By turning the physical world into the digital, DroneDeploy helps save time and lower unforeseen costs. To learn more, visit www.dronedeploy.com and join the conversation on Twitter @DroneDeploy.

We have an inspiring company culture and are recognized as a Great Place to Work by Forbes, San Francisco Business Times, and Inc. Magazine.

Our employees span the globe and operate under a hybrid workplace model. Some employees work remotely from home while others work via a physical office several times a week. Current office locations include San Francisco, CA, | Sydney, Australia | Auckland, New Zealand.

Role 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, and empathy toward ensuring the customer’s success. 

This role works directly with our customers as their trusted advisor, product expert, and advocate. This position is an integral part of DroneDeploy’s success. Our ideal candidates love nurturing customer relationships and driving value.

Responsibilities

• Onboarding and enabling new Enterprise services accounts to ensure the quickest time to value with the DroneDeploy service
• Monitor activity and identify trends in customer base adoption and utilization to assess potential churn risk, and providing guidance/action plans to customers to increase adoption and value
• Monitor and proactively touch customer accounts according to customer lifecycle
• Develop and maintain trusted advisor relationships with stakeholders and users in your account portfolio of approximately 50-80 customers 
• 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
• Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for the 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 Enterprise Account Executive counterpart to ensure a successful close
• Impart strategic leadership and direction on all aspects of DroneDeploy products and services
• Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.
• Act as the Product liaison for your customer base, providing our internal teams with feedback and closing the loop with customers

Requirements

• 3+ years of experience in a customer-facing, B2B role with Customer Success, Account Management or other client-facing roles
• Proven track record in managing Enterprise customer relationships and delivering results
• Experience working in a fast-paced, high-growth B2B SaaS technology environment, support Enterprise software
• Data-driven and strategic thinker who is able to consult with customers to drive adoption within their program
• Exceptional ability in organizational, project management, time management, and communication skills
• Exceptional written and verbal communication skills
• Diligence and organization in follow-up processes - document all calls/customer interactions in CRM
• Experience working interdepartmental alongside Sales, Product, Marketing, Engineering, and Executive teams
• Experience with Salesforce, Zendesk, Jira, and other similar SaaS products a plus
• Must be able to work within US Central time zone between the hours of 7 am - 5 pm
• Must be able to travel 10%-15% of the time for customer on-sites
• Background in the AEC, energy & renewables, and agricultural industries a plus
• Background in GIS or photogrammetry is a plus

#LI-Remote

Life at DroneDeploy

We believe in a global work environment that empowers people to explore, grow, and make meaningful impacts. We’re recognized as the # 1 Best Place to Work in the SF Bay Area (SF Business Times), made the Top 200 list of America's Best Startups (Forbes) and we work hard to maintain such accreditations. Our employees are creative, driven, and committed to providing our customers with the best drone software in the industry. We take feedback seriously, act with integrity, and constantly strive for improving our investments in processes, programs, and products.

Employee Programs & Benefits include:

(may vary by Country)

Flexible work schedules

Remote-friendly careers

100% paid healthcare coverage for employees

Career advancement stipend

Health & wellness programs

Internet connectivity or equipment stipend

Flexible paid time off

Family paid leave

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.