Customer Success Manager, Territory

DroneDeploy

Austin, TX, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/27/2021
  • Website: dronedeploy.com
  • Company Address: 1045 Bryant St, San Francisco, CA, 94107

About DroneDeploy

DroneDeploy is the leading cloud software platform for commercial drones, and is making the power of aerial data accessible and productive for everyone.

Job Description

DroneDeploy is the enterprise-grade drone data platform for managing complex job sites. Trusted by brands globally, our software automates everything from flight to insight, making the power of aerial data accessible and productive for everyone. We’re transforming data collection across a variety of industries, including agriculture, oil & gas, construction,  solar, and utilities, so teams can survey large areas and make informed decisions quickly, safely, and accurately. We are the leading drone software company with over 5,000 customers across 200 countries. Our team is comprised of passionate, tech-driven enthusiasts. Voted the #1 Best Place to Work in the Bay Area, we welcome talented professionals looking to make an impact.
 
As an experienced Customer Success Manager you will be responsible for enabling customers post-sales, driving adoption within their organization and ensuring high retention and account growth. This role works directly with our customers as their trusted advisor, product expert, and advocate. This position is an integral part of DroneDeploy’s success. Our ideal candidates love nurturing customer relationships and driving value. While this posting is listed for Austin, TX, we are open to hiring nationwide. 

Responsibilities

    • Onboarding and enabling new Enterprise services accounts to ensure quickest time to value with the DroneDeploy service
    • Monitor activity and identify trends in customer base adoption and utilization to assess potential churn risk, and providing guidance/action plans to customers to increase adoption and value
    • Monitor and proactively touch customer accounts according to customer lifecycle
    • Develop and maintain trusted advisor relationships with stakeholders and users in your account portfolio of approximately 50-80 customers 
    • Act as the voice of the customer, advocating the customer’s point of view and provide detailed internal feedback to cross-functional teams regarding how DroneDeploy can better serve our customers, improve their experience, and better the customers’ outcomes with our services
    • Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for aligned customer base to achieve high net retention numbers
    • Track accounts to identify churn risk and work proactively to increase health on accounts
    • Identify account expansion and cross-organizational opportunities for growth and work with your Enterprise Account Executive counterpart to ensure a successful closeImpart strategic leadership and direction on all aspects of DroneDeploy products and services
    • Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.
    • Act as the Product liaison for your customer base, providing our internal teams with feedback and closing the loop with customers

Requirements

    • 3+ years of experience in a customer facing, B2B role with Customer Success, Account Management or other client facing roles
    • 4 year degree or equivalent experience in a similar role
    • Proven track record in managing Enterprise customer relationships and delivering results
    • Experience working in a fast paced, high-growth B2B SaaS technology environment, support Enterprise software   
    • Data-driven and strategic thinker who is able to consult with customers to drive adoption within their program
    • Exceptional ability in organization, project management, time management, and communication skills
    • Diligence and organization in follow-up processes - document all calls/customer interactions in CRM
    • Experience with Salesforce, Zendesk, Jira, and other similar SaaS products a plus
    • Must be able to work within US Central time zone between the hours of 7am - 5pm
    • Must be able to travel 25%-30% of the time for customer onsites
    • Background in the AEC, energy & renewables, and agricultural industries a plus
    • Background in GIS or photogrammetry a plus
#LI-Remote
 
Life at DroneDeploy
Ranked #1 as the Best Place to Work in the Bay, our team is creative, driven, and committed to providing our customers the best drone software platform in the industry. We believe in a work environment that empowers everyone to explore, grow, and make an impact.
 
Employee Programs & Benefits include:
Flexible work schedules
100% remote positions
100% healthcare coverage
$1,000 Development reimbursement
$600 Well-being reimbursement
Monthly Utility Stipend
Flexible & paid time off
Paid parental leave
Weekly virtual fitness classes
Employee referral bonus
Commuter savings
 
DroneDeploy is an equal opportunity employer.
All DroneDeploy employees are responsible for assisting in protecting the company and customer data by following information security policies and procedures.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.