Customer Success Manager, DFR Mid-Market Northeast

Responsibilities

• Build scalable customer onboarding and post-sales success processes.
• Track and manage implementation projects for mid-market enterprise customers.
• Develop customer relationships through proactive support and cadence-based follow-ups.
• Quantify product feedback and brief executives to improve hardware and software products.
• Advocate for mid-market customers by understanding their use cases and needs.
• Lead Quarterly Business Reviews and customer check-ins.
• Drive product adoption, renewals, and expansion across the book of business.
• Identify renewal risks and vertical-specific barriers to expansion.
• Work cross-functionally with Product, Engineering, and Sales teams.
• Travel 25% or more of the time.

Requirements

• Strong knowledge of or previous experience supporting customers in SLED industries, including public safety and law enforcement.
• Ability to obtain a Part 107 certificate.
• Proven experience implementing new technology, using agile development practices, and working with technical teams to meet customer schedules.
• Experience driving implementation, adoption, and value for hardware or software in or for large enterprises.
• Excellent written and verbal communication skills.
• Strong knowledge of project management tools and concepts.
• Experience delivering digital customer success remotely.
• Experience with commercial unmanned aircraft systems and related software development or deployment.
• Experience engaging directly with customers using proactive, metrics-based methods.

Compensation & Benefits

• Annual base salary: $120,000–$160,000 USD.
• Equity in the form of stock options.
• Health insurance plans.
• Paid vacation, sick leave, and holiday pay.
• 401(k) savings plan.
• Relocation assistance may be available for eligible roles.