Customer Success Manager, Commercial

Skydio, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager at Skydio, you will be at the forefront of enabling our commercial clients, particularly within the utility and emerging industries, to harness the full potential of autonomous flight technology. This pivotal role acts as the essential bridge between our innovative Skydio solutions and the critical operational needs of our customers, ensuring seamless integration, maximum adoption, and sustained value realization.
• You will own the entire post-sales customer lifecycle, from initial implementation and onboarding through to ongoing usage, retention, and expansion. This involves developing and executing strategic plans tailored to each client's unique business objectives and workflows, transforming their operational challenges into opportunities for enhanced efficiency and ROI.
• A core responsibility will be to build and refine scalable processes for customer onboarding and post-sales success. This requires a proactive and systematic approach to ensure every customer receives a consistent, high-quality experience that sets them up for long-term success with Skydio's autonomous platforms.
• You will be instrumental in defining, implementing, and tailoring our technology solutions to meet specific customer operational needs. This hands-on engagement involves understanding intricate workflows, identifying potential pain points, and architecting solutions that leverage Skydio's capabilities to deliver tangible business outcomes.
• Tracking and managing all implementation projects for our large enterprise customers will be a key duty. This demands exceptional project management skills, meticulous attention to detail, and the ability to navigate complex technical integrations to ensure the successful delivery of both technology and associated services.
• Cultivating strong, trust-based customer relationships is paramount. You will achieve this through proactive support, regular cadence-based follow-ups, and a deep understanding of their evolving business landscape. Your goal is to become an indispensable advisor and partner.
• Quantifying product feedback and effectively briefing executive teams on customer needs will directly influence Skydio's product roadmap. You will be the voice of the customer, translating their experiences and requirements into actionable insights for our Product and Engineering teams, driving the development of software and hardware that better aligns with market demands.
• A hands-on approach is expected, from fieldwork to remote engagements, as needed. This demonstrates a commitment to understanding the customer's environment and challenges firsthand, enabling you to provide more effective and relevant support and solutions.
• Fostering customer loyalty is achieved by advocating for enterprise customers and deeply understanding their specific use cases and needs. This advocacy ensures that their perspectives are considered and integrated into our service delivery and product development.
• Leading Quarterly Business Reviews (QBRs) and regular customer check-ins are crucial for ensuring existing customers consistently derive value from Skydio technology. These sessions provide a platform to review progress, address concerns, and identify opportunities for further optimization.
• Driving expansions and renewals is a direct outcome of helping customers realize their desired outcomes. By demonstrating clear value and ROI, you will naturally position Skydio for continued partnership and growth within these accounts.
• You will manage a portfolio of approximately 20 accounts, actively driving adoption and engagement to ensure the expansion and renewal of your book of business. This requires strategic account planning and proactive engagement to maintain high levels of customer satisfaction and utilization.
• This role offers a unique opportunity to shape the future of autonomous flight within critical industries, working with a passionate, mission-driven team dedicated to customer success and technological innovation.

🎯 Requirements

• Proven track record of implementing new technology, agile development methodologies, and interfacing with technical teams to deliver on customer schedules.
• Demonstrated success in driving the implementation, adoption, and value realization of hardware and software solutions within large enterprise environments.
• Excellent communication and interpersonal skills, with a strong emphasis on project management tools and concepts, and the ability to articulate technical concepts to both technical and non-technical audiences.
• Experience with commercial Unmanned Aircraft Systems (UAS) and related software development deployment, or a strong aptitude to quickly learn and master this domain.
• Ability to travel up to 40% of the time, with a preference for candidates located on the East Coast near a major airport to effectively manage East Coast clients.
• Ability to obtain and maintain a FAA Part 107 Remote Pilot Certificate.

🏖️ Benefits

• Competitive base salary ($120,000 - $160,000 annually) and equity in the form of stock options.
• Comprehensive health insurance plans (medical, dental, vision).
• Generous paid time off, including vacation time, sick leave, and paid holidays.
• 401K savings plan for long-term financial planning.
• Relocation assistance may be provided for eligible candidates.
• Opportunity to work with cutting-edge autonomous flight technology and contribute to a leading US drone company.

Skills & Technologies

Remote

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Skydio, Inc.

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About Skydio, Inc.

Skydio, Inc. develops autonomous drones and related software, serving industries like public safety, utilities, and national security. Their drones are designed for tasks ranging from infrastructure inspection to tactical ISR, enabling safer, smarter, and faster data gathering through remote autonomous flight. Skydio's products include the X10, R10, and Dock for X10, a family of flying robots working together on one common platform. With 2,892,023 customer flights and counting, Skydio's solutions are deployed across various sectors to improve situational awareness and operational efficiency, including remote operations.

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