Customer Success Manager, DFR

At BRINC, we are redefining public safety with an innovative ecosystem of life-saving tools. Our journey started with the development of drones and ruggedized throw phones, designed to access unsafe areas and establish communication to de-escalate situations. Today, we've expanded into creating and deploying 911 response networks, where drones are dispatched to 911 calls to provide real-time visual data, enhancing safety and enabling de-escalation-focused responses. Our cutting-edge solutions are utilized by over 600 public safety agencies across America and the company has raised over $150M from investors, including Index Ventures, Motorola Solutions, Sam Altman, Dylan Field, Mike Volpe, Alexandr Wang and more. At BRINC, we are committed to recruiting the world's best talent to join us in our mission to support first responders in saving lives. We are currently seeking skilled embedded software engineers to develop flight-critical firmware, with a focus on advanced drone pilot assistance features.

The Customer Success Manager, DFR is a high-touch, enterprise-level account owner responsible for managing ~20–25 strategic Drone as First Responder (DFR) customers, each representing $500K+ in annual recurring revenue (ARR).

This role is focused on renewals, expansion, adoption, and stakeholder engagement for BRINC’s most critical public safety and enterprise accounts. The DFR CSM will act as the primary relationship manager for DFR stakeholders, coordinate closely with Post-Sales Engineers for go-lives and technical escalations, and drive measurable results through proactive planning, executive-level communication, and operational excellence.

You will be instrumental in trial-to-renewal conversion for BRINC’s Year 1 free-trial DFR customers, directly impacting market share and ARR growth.

• Own and manage a portfolio of ~20–25 strategic DFR accounts, each valued at $500K+.
  

• Serve as the primary relationship owner for executive, operational, and technical stakeholders.
  

• Lead Executive QBRs, SLA reviews, and renewal strategy sessions with decision-makers.
  

• Drive adoption through onsite visits, training programs, and operational support.
  

• Manage trial-to-program conversions for Year 1 DFR customers to ensure retention and expansion goals are met.
  

• Coordinate DFR trials, demos, and go-live activities in collaboration with regional demo teams and Post-Sales Engineers.
  

• Maintain accurate account health scores, renewal forecasts, and activity tracking in HubSpot CRM.
  

• Identify at-risk accounts early, develop recovery plans, and escalate issues where needed.
  

• Track public sector funding cycles and manage multi-year renewal timelines.
  

• Collaborate cross-functionally with Sales, Post-Sales, Support, Product, and Engineering to ensure a seamless customer experience.
  

• Provide structured feedback to Product and Leadership on customer insights, feature requests, and operational trends.
  

• Act as a customer advocate in roadmap and strategic planning discussions.

• Travel extensively (60–70%) to conduct onsite visits, training sessions, and executive briefings.

• 7+ years in strategic leadership and or customer service/success (private or public), account management, or strategic account leadership.

• Experience managing strategic level responsibilities and outcomes

• Strong track record of exceeding performance objectives, renewal or expansion targets.

• Public safety, defense, or mission-critical technology experience.

• Ability to travel extensively (60–70%) and work in dynamic, high-pressure environments.

• FAA Part 107 certification or willingness to obtain within 60 days.

• sUAS operational knowledge or familiarity with drone technology.

• Experience with CRM platforms (HubSpot preferred).

• Knowledge of public sector procurement and funding cycles.

• Try the hard stuff

• Be innovative - Invent the future

• Move fast

• Listen to end-users

• Strive for excellence

• Don’t build a dystopia

• Be frugal

• Save lives through technology

If you’re interested in this role and in joining BRINC, we hope you’ll apply. We’d love to review your application and get to know more about you!

BRINC is proud to be an equal opportunity employer that is resolute in cultivating an environment that promotes safety, diversity, inclusion and equity. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering every employee so they can do their best work. If you have a disability or special need, please let our recruiting team know - we strive to provide appropriate accommodation and assistance.

Benefits and perks listed below may vary based on the nature of your employment with BRINC and/or the country within which you work

• Comprehensive medical, dental and vision plans for our employees and their families

• 401K plan

• Maternity and paternity leave

• Flexible Time Off (Exempt) / Paid time off (Non-Exempt)

• Flexible work environment

• Orca pass (for those in Puget Sound)

• Free parking (Seattle office)

• Free snacks, drinks and espresso (Seattle office)