Manager of Customer Success, DroneDeploy

• 3+ years of people / team management experience in Customer Success, with a proven track record of managing and growing a team
• Demonstrated success in implementing and deploying Scaled Customer Success motions in a B2B SaaS environment
• Experience managing customer relationships in the SMB segment, ideally with a base of over 1,000 customers
• Strong data-driven decision-making skills, with the ability to analyze trends, draw insights, and take strategic action
• Excellent communication, project management, and leadership skills
• Proven ability to collaborate cross-functionally, especially with Sales, Marketing, and Product
• High proficiency with CRM tools and data analytics platforms, with a commitment to thorough and accurate documentation
• Strategic mindset with experience in process improvement and scalable solutions that drive customer success at scale
• Ability to thrive in a fast-paced, high-growth environment, balancing team management with hands-on customer support

Desirable

• We’re looking for an experienced Manager of Scaled Customer Success to lead our Scaled Base, which includes Renewal Managers and Scaled Customer Success Managers
• Our Scaled Base consists of our SMB Customers and is managed in a one to many fashion
• Reporting to the Director of Customer Success, this role will be responsible for overseeing strategy, team performance, and operational efficiency to drive scaled customer engagement and retention
• You will focus on coaching and developing your team, optimizing processes, and collaborating cross-functionally to ensure a seamless customer experience
• You’ll collaborate across time zones with teammates in the US, New Zealand, and Australia
• Lead, coach, and manage the Scaled Customer Success team, including Renewal Managers and Scaled Customer Success Managers, to drive team and individual performance
• Design, implement, and deploy Scaled Customer Success motions to ensure efficient, high-impact service across our SMB customer segment of 1,000+ customers
• Partner closely with Sales, Product, and Marketing to foster alignment and deliver consistent customer experiences that maximize value
• Oversee account health monitoring to identify trends, prevent churn, and uncover expansion opportunities
• Manage and own our Customer Success Platform to enable scaled workflows through automations, dashboards, and workflows
• Ensure successful onboarding, adoption, and long-term satisfaction for our Scaled customer segment
• Forecast and co-manage renewals with the Renewal Managers, providing clear revenue planning and renewal strategies
• Act as a key advocate for scaled customer needs within the company, providing regular feedback to Product and other internal teams to improve the overall customer experience
• Drive operational excellence by refining and optimizing Scaled Customer Success processes and workflows
• Key success metrics include renewal rates, product adoption, scaled engagement efficiency, and automation-driven customer retention
• Must be able to obtain a Part 107 UAV pilot’s license within 90 days of employment start date