Customer Success Manager, DFR Mid-Market
New
J
JobgetherAutonomous drone technology
Based in the United StatesFull-TimeMiddle
Salary$120,000–$160,000 annually
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Job Details
- Required Skills
- Project ManagementCustomer SuccessAccount Management
Requirements
- Demonstrated experience supporting customers within SLED environments, particularly public safety or law enforcement.
- Proven experience implementing and deploying new technology while coordinating with agile development and technical teams.
- Track record of driving implementation, adoption, and measurable value for hardware or software products in large enterprise environments.
- Experience managing customer relationships remotely through proactive, structured, and metrics-driven customer success programs.
- Strong project management skills, including familiarity with project management tools, processes, and delivery methodologies.
- Excellent written and verbal communication skills, with the ability to work effectively with stakeholders at all levels.
- Experience working with commercial Unmanned Aircraft Systems and related software development or deployment is highly desirable.
- Strong ownership mentality and ability to manage multiple customer priorities in a fast-moving environment.
- Ability to identify customer risks, communicate them clearly, and drive cross-functional resolution.
- Ability to travel 25% or more, particularly to support customers and accounts across the Northeast.
- Ability to obtain a Part 107 Remote Pilot Certificate.
Responsibilities
- Own implementation, onboarding, product adoption, retention, and expansion across a portfolio of mid-market public safety customers.
- Build scalable customer onboarding and post-sales processes that create consistent, high-quality customer experiences.
- Lead implementation projects from planning through successful delivery, coordinating technology, services, timelines, and stakeholders.
- Establish proactive customer engagement through regular check-ins, metrics-based outreach, and structured success plans.
- Develop deep relationships with customers and become a trusted advisor on their operational use cases, challenges, and technology needs.
- Lead Quarterly Business Reviews and other strategic customer meetings to demonstrate value, identify opportunities, and maintain strong relationships.
- Monitor customer health, identify renewal risks early, and work proactively with customers to improve retention.
- Partner with sales and customers to identify expansion opportunities and address industry-specific barriers that could prevent growth.
- Gather, quantify, and communicate customer feedback to product and engineering teams, helping influence improvements to hardware, software, and services.
- Collaborate cross-functionally with Product, Engineering, Sales, and other technical teams to ensure customer needs are translated into effective solutions.
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