The Customer Success Manager ensures customer success with the DroneSense platform, driving product adoption, managing relationships, and advocating for customer needs.
About Us.
DroneSense is now part of Versaterm, a global public safety solutions company helping agencies transform how they serve their communities. Together, we are building an ecosystem of intuitive tools designed for public safety agencies! Through purposeful integrations and selective growth, Versaterm is advancing public safety technology to improve workflows, deliver better service, and enable better outcomes. As part of this mission, DroneSense provides a critical drone software platform tailored to the unique needs of public safety. Our comprehensive solution equips First Responders with tools that expand situational awareness, act as a force multiplier, and make drone operations scalable across entire organizations—ultimately leading to more saved lives. Drones are transforming the way First Responders carry out their missions, and DroneSense is driving this evolution within the Versaterm ecosystem.
Our Culture.
Our team is driven by innovation, expertise, and an unwavering commitment to customer success. Our leaders are experienced engineers, pilots, and entrepreneurs. We’re building a diverse, collaborative team where individuals can bring their full selves to work, have fun, and feel a strong sense of belonging. Here, you’ll roll up your sleeves alongside teammates who care deeply about their craft, their communities, and each other. As we continue to grow and expand our impact, you’ll have the opportunity to contribute to solutions that enhance community safety and shape the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
We are growing rapidly! We’re looking for an experienced Customer Success Manager.
The Customer Success Manager will report to our Manager of Customer Success and is directly responsible for collaborating with customers to ensure their success using the DroneSense platform to complete their unique and critical public safety missions. You will be an experienced Customer Success Manager: versatile, self driven, proactive, and a hands-on key business partner.
What would I be doing?
- Hands-on Customer management to drive the success of Customers through product adoption.
- Collaborate with internal stakeholders to overcome challenges and find solutions for Customers.
- Be the voice of the customer to the Product team, and the Product team to the customer to advocate for solutions and generate value for customers.
- Proactively monitor a book of business with Account Management partners, engaging as required to maintain account health and achieve operational KPIs.
- Execute Customer facing reviews and assigned tasks as documented in the Customer Lifecycle Playbook.
- Prepare and deliver insightful and impactful Customer Business Reviews.
- Build deep rapport with Customers and leverage those relationships to understand the Customer’s unique mission at an intimate level.
- Present product roadmap to customers with a deep level of understanding, and actively gather, size and organize customer requirements for consideration.
- Partner with Account Managers to respond to complex customer RFPs, RFIs and security surveys.
- Build and maintain project management assets including project charters, project plans, Gantt charts and weekly status reports for key projects as assigned.
- Using a consultative approach, identify areas of opportunity to provide Customers with best practices and operating advice.
- Using internal tools, document conversations and key highlights, and flag any warning areas to Sales and Product leadership.
- Leverage Customer success in operations and Customer relationships to generate referrals for Account Management partners.
- Seek out and recognize opportunities to expand and cross-sell accounts.
- Identify challenges that should be escalated to and partner with the Support team for resolution.
- Work with the support team on an on call schedule as required.
- Always help first.
Qualifications
- 3+ years experience as a Customer Success Manager in a SaaS organization is required.
- 3+ years experience in Public safety is preferred.
- Prior experience with UAS.
- Some experience with modern networking, cloud, hybrid cloud and on premise software installations.
- Excellent problem solving capabilities.
- Experience with Key tools a bonus: Excel, Hubspot, Zendesk.
- Proven track record in a fast-paced and high growth SaaS environment
- Ability to dive into details, but also step back and consider a problem strategically.
- Strong influencer skills.
- Up to 50% travel
- Experience with DroneSense is a bonus.
Experience
- A low-ego, team-first mentality.
- You know when to get your hands dirty and when to lead through influence.
- Extensive experience managing various stakeholders and building cross-functional relationships across the business.
- Excellent written and verbal communication skills.
- You can always articulate the “why” behind your priorities and recommendations.
*DroneSense employees full time US citizens who are current residence in one of the 50 contiguous United States. Though our positions are "remote" we do not work with offshore/near shore individuals or contractors to stay in compliance with our client's requirements.
** LinkedIn profile MUST be included to be considered.
Benefits
-Competitive Base Pay
-Medical, Dental, and Vision, including a medical plan with 100% employee covered premium
-Company paid Life Insurance and Short Term Disability
-Health Savings Account match
-Medical FSA & Dependent Care Account
-401(k) with company match
-Work from home
-Wellness benefits
-Cell phone stipend
-Paid Vacation Time
-Paid Sick Time
-Part 107 Pilot Training & License Paid
Top Skills
Excel
Hubspot
SaaS
Zendesk
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