The Customer Success Manager ensures customer retention and growth by onboarding, training, and providing technical support, especially in drone operations, while maintaining regulatory compliance.
The Customer Success Manager (CSM) plays a critical role in customer retention, operational success, and long‑term account growth. This position serves as a trusted advisor and subject matter expert for public safety agencies, supporting the successful deployment, adoption, and expansion of DroneSense solutions.
The role requires strong technical, operational, and regulatory knowledge of public safety UAS programs, including DFR operations and FAA regulatory frameworks. The CSM works closely with Sales, Engineering, Product, and Support teams to ensure a best‑in‑class customer experience
What You Do
- Partner with regional Account Executives to support customer retention, renewals, and territory growth.
- · Serve as a technical and operational subject matter expert for DroneSense customers, with emphasis on DFR and tactical drone operations.
- · Deliver customized product demonstrations, FlyDays, and operational showcases for current and prospective public safety agencies.
- · Conduct virtual and on‑site customer onboarding, training, and account setup to ensure successful adoption.
- · Strategically manage accounts approaching renewal to drive satisfaction, expansion, and long‑term value.
- · Represent DroneSense by Versaterm at conferences, FlyDays, trainings, and customer workshops.
- · Act as the voice of the customer by gathering operational feedback and partnering with Engineering and Product teams to inform roadmap priorities.
- · Stay current on FAA regulations including Part 107, Part 91 Public Aircraft Operations, COWs, COAs, and BVLOS frameworks.
- · Support agencies in navigating regulatory pathways and advancing compliant, scalable drone programs
What You Bring
- 3+ years of experience as a Customer Success Manager in a SaaS environment.
- 3+ years of experience supporting public safety or first responder organizations.
- 3+ years of experience in UAS operations, technical sales, or support engineering.
- Strong working knowledge of DFR program design and FAA regulatory requirements for VLOS and BVLOS operations.
- Ability to clearly communicate complex technical and regulatory concepts to diverse audiences.
- Self‑starter with the ability to operate independently and collaboratively.
- Experience with CRM platforms such as Salesforce or HubSpot (preferred).
- Willingness to travel to support customer and operational needs.
- Ability to travel up to 40%
Preferred Qualifications
- Prior experience with DroneSense.
- Direct experience supporting DFR programs or obtaining FAA COW/COA approvals.
- FAA Part 107 certification and operational flight experience.
- Experience with ground‑based Detect and Avoid (DAA) sensors.
- Background in public safety, emergency response, or defense environments.
- Experience supporting drone‑related SaaS platforms.
*DroneSense employs full time US citizens or naturalized citizens from a NATO country, who are current residents 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.
Top Skills
Crm Platforms
Dronesense
Faa Regulations
Hubspot
Salesforce
DroneSense Austin, Texas, USA Office
2600 Via Fortuna, Austin, TX, United States, 78746
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