Mid-Market Customer Success Manager (Public Safety)

The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and supporting customers with world-class on-boarding and technical expertise. We are a rapidly growing team of passionate, mission-driven UAS professionals, who sweat the details and ensure our customers are set up for success.

About the role:

We are looking for a motivated Mid-Market Customer Success Manager with a deep sense of ownership to lead and drive all aspects of implementation, usage, retention, and expansion of our customers in the public safety space. A successful candidate will become an indispensable bridge between our public safety customers and Skydio’s extremely agile and world-class technical teams. This role reports to the Manager, Customer Success and will work closely with our Product, Engineering, and Sales functions to deliver industry-leading autonomous solutions that drive value to our customers.

Location Preference: We are ideally seeking someone who can manage our Northeast clients, with a strong preference for candidates based in New York, New Jersey, Massachusetts, Pennsylvania, Virginia, Maryland, and near a major airport.

How you’ll make an impact:

• Build scalable processes for customer on-boarding and post-sales success
• Track and manage all implementation projects with our mid-market 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
• Advocate for mid-market 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.
• Managing accounts driving adoption to ensure expansions and renewals of book of business.

Requirements

• Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement) .
• Ability to travel 25%+ of the time .
• Ability to obtain Part 107 certificate .

Experience & Skills

• 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 or software for or within large Enterprises
• Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts .
• Experience working in a digital customer success motion and delivering excellent service to a customer from a remote position
• Experience with commercial Unmanned Aircraft Systems and related software development/deployment.
• Work directly with customers through proactive, metrics-based engagement
• Work closely with customers to ensure renewals, identifying accounts that are at risk not to renew
• Work closely with customers and sales to ensure expansion, identifying the vertical-specific pain points that could prevent this expansion.