Digital Customer Success Manager, Skydio

• 3+ years experience providing digital customer success solutions to B2B/Enterprise customers
• Experience using customer success and marketing platforms (e.g., Marketo, Gainsight, Totango, ChurnZero, Gong, Outreach, Salesforce, Beamer, SurveyMonkey) to automate processes and gain insights
• Experience using data analytics tools such as Databricks, SQL, and Tableau to monitor and communicate customer usage data and trends
• Ability to create and tailor educational content for different audiences
• Proven track record of driving implementation, adoption, and value of hardware or software for or within large enterprises
• Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts

Desirable

• Skydio is seeking a proactive and customer-focused Digital Customer Success Manager (CSM) to serve as a strategic partner to our customers
• In this digital-first role, you will play a critical part in delivering scalable, high-impact customer experiences across all verticals
• As a Digital CSM, your primary mission is to help customers realize the full value of their investment in Skydio’s products and services through data-driven insights, proactive engagement, and digital touch points
• This role is ideal for someone who thrives in a fast-paced, tech-forward environment and is passionate about leveraging automation, content, and community to deliver exceptional customer outcomes at scale
• Reporting to the Director of Training and Content, the Digital CSM will work closely with our Customer Success, Sales, Product, Training, Systems, Analytics, and Support teams to build a proactive digital communication strategy that aligns with our customers’ goals and needs
• Analyze and inform the customer journey: Guide onboarding, adoption, and retention through digital-first strategies and automation
• Scale customer engagement and promote product adoption: Create tailored content and use digital programs (e.g., emails, webinars, surveys, in-app tools) to support and engage a large customer base in various industries
• Monitor customer health: Use analytics and health scores to track engagement, identify risks, opportunities, and trigger appropriate actions
• Collaborate cross-functionally: Align with Sales, Product, Support, and Training teams for a seamless customer experience
• Use various tools and platforms:
• Leverage customer success, in-app, survey and marketing platforms (like Marketo, Gainsight, Totango, ChurnZero, Gong, Beamer, SurveyMonkey, Outreach) to automate processes and gain insights
• Use data analytics tools such as Databrics, SQL, and Tableau to track and monitor customer product adoption
• Create and manage customer campaigns:
• Define the campaign mission and identify the target audience/persona
• Collaborate with the Content team to build the right content strategy and author new content as needed (while adhering to safety guidelines and industry standards)
• Track, measure, and communicate campaign success