Customer Success Manager, DFR Mid Market - East Coast

Skydio, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Skydio is at the forefront of autonomous flight technology, revolutionizing the drone industry and paving the way for the future of aerial mobility. As the leading US drone company and a global pioneer in AI-driven flight, we empower a diverse range of users, from critical first responders and military personnel to utility inspectors and beyond. Our mission is to make advanced drone technology accessible and impactful for everyone.
• The Customer Success team is integral to Skydio's growth, acting as the crucial link between our innovative technology and our valued customers. We enable sales by expertly navigating the technical validation process, ensuring seamless service delivery, and providing world-class onboarding and technical expertise. We are a dynamic and growing team of passionate, mission-driven UAS professionals who are dedicated to meticulous execution and ensuring our customers achieve unparalleled success with Skydio solutions.
• As a Customer Success Manager for our Mid-Market East Coast clients, you will play a pivotal role in driving all facets of customer engagement, from initial implementation and adoption to retention and expansion. You will be the primary advocate for our customers, becoming an indispensable bridge between their evolving needs and Skydio's agile, world-class technical and product teams.
• This role reports to the Manager, Customer Success and involves close collaboration with our Product, Engineering, and Sales departments to deliver industry-leading autonomous solutions that generate tangible value for our clients.
• You will be instrumental in building and refining scalable processes for customer onboarding, ensuring a smooth and efficient transition to Skydio's autonomous flight systems. This includes meticulously tracking and managing all implementation projects for our mid-market enterprise customers, guaranteeing the successful delivery of both technology and associated services.
• Developing and nurturing strong, proactive customer relationships will be a cornerstone of your success. This involves establishing regular communication cadences, conducting proactive check-ins, and anticipating customer needs to ensure their ongoing satisfaction and success.
• A key responsibility will be to quantify the value and impact of Skydio's products through customer usage and feedback. You will gather detailed product insights, analyze usage metrics, and brief executive teams to directly influence software and hardware engineering roadmaps, ensuring our solutions continuously evolve to meet and exceed customer expectations.
• You will champion the voice of the Enterprise customer within Skydio, leveraging a deep understanding of their unique use cases, operational challenges, and strategic objectives to advocate for their needs across internal teams.
• Leading Quarterly Business Reviews (QBRs) and regular customer check-ins will be essential for demonstrating the ongoing value our customers derive from Skydio technology. These sessions will be critical for reinforcing partnerships, identifying opportunities for growth, and ensuring continued alignment with customer goals.
• You will manage a portfolio of approximately 50 accounts, focusing on driving deep adoption of Skydio's autonomous solutions. Your efforts will directly contribute to ensuring renewals and identifying opportunities for account expansion within your book of business.
• This role requires a proactive, metrics-based engagement strategy, working directly with customers to monitor adoption, identify potential risks, and implement strategies to mitigate them.
• You will collaborate closely with customers and the sales team to identify and capitalize on expansion opportunities, pinpointing vertical-specific pain points that Skydio's solutions can address and drive further value.
• A strong focus on ensuring customer renewals is paramount. You will proactively identify accounts that may be at risk of not renewing and implement targeted strategies to retain them.
• While this role is remote, a strong preference is given to candidates located on the East Coast, ideally near a major airport, to facilitate travel and engagement with clients in that region.
• This is an opportunity to be a critical player in a rapidly growing, mission-driven company that is defining the future of autonomous flight. You will have the chance to work with cutting-edge technology, solve complex problems, and make a significant impact on our customers' success and Skydio's trajectory.

🎯 Requirements

• Proven track record of implementing new technology, agile development, and interfacing with technical teams to deliver on customer schedules.
• Experience working in a digital customer success motion and delivering excellent service to a customer from a remote position.
• Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement).
• Ability to travel up to 20% of the time.
• Ability to obtain a Part 107 certificate.

🏖️ Benefits

• Competitive base salary ($120,000 - $155,000 annually) and equity in the form of stock options.
• Comprehensive group health insurance plans.
• Generous paid vacation time, sick leave, and holiday pay.
• 401K savings plan.
• Relocation assistance may be provided for eligible roles.

Skills & Technologies

Mid-level

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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