Customer Success Manager - DroneDeploy

Drone Deploy, the robotics and visual intelligence platform for the built world that is used on over 3 million jobsites across more than 180 countries, is now a part of Procore Technologies Inc., the global provider of construction management software. As a leader in reality capture and robotic automation, Drone Deploy delivers the visual intelligence that bridges the built world—from active construction sites to operational assets—and the digital world, providing critical, real‑time visibility into daily operations.

Procore Technologies is the leading technology partner for every stage of construction. We empower construction teams to drive efficiency and mitigate risk through actionable AI & data‑driven insights. For over 20 years, we have been transforming the industry with purpose‑built solutions for construction professionals and we’re looking for talented people to help us build together. We are looking for a Customer Success Manager to manage a high‑volume portfolio (~70+ mid‑market AEC accounts) and drive customer health, adoption, retention, and revenue expansion.

As the CSM, AEC Mid‑Market on our AEC Customer Success team, you will work closely with Sales, Solutions, Services, Product Support, and Product Management to align our reality capture platform to customer outcomes. Your strengths in portfolio management, consultative engagement, and cross‑functional collaboration will drive your success. You will report to the Manager, Customer Success and will be based in Austin, Texas, aligning to U.S. Central/Eastern core collaboration hours with ~15–20% domestic travel.

• Manage a portfolio of ~70+ mid‑market AEC customers, with clear ownership for health, adoption, retention, and growth to maximize time‑to‑value.
• Build and execute account plans that achieve portfolio‑level revenue growth (target ~20% YoY) and strong net/gross retention.
• Lead onboarding and early lifecycle motions to establish core workflows, effective training, and rapid platform realization.
• Monitor usage and health signals to intervene early, addressing adoption gaps, risks, and new opportunities proactively.
• Co‑own renewals with Sales by forecasting, preparing, and running reviews to drive timely execution of contracts.
• Identify and qualify expansion opportunities (license growth, new units, add‑ons) and partner with Sales to secure them.
• Act as a trusted advisor on reality capture workflows and program design for AEC customers.
• Represent the voice of the customer to Product, Support, and Services, providing structured feedback and use‑case insight.
• Coordinate with Support and Services to resolve issues quickly and maintain confidence in the platform.
• Utilize Salesforce, Gong, and Glean to prepare for meetings, capture insights, and maintain clear documentation.

• 3+ years in B2B Customer Success, Account Management, or a similar customer‑facing SaaS role to bring proven experience in driving retention and growth.
• Proven track record of managing and growing a defined book of business across a sizeable portfolio of accounts with structured planning.
• Strong consultative, data‑driven approach to customer engagement, value realization, and business outcome alignment.
• Excellent written and verbal communication skills across field users, operations, and executive leadership.
• High CRM discipline and a strong habit of clear, timely documentation using tools like Salesforce, Gong, and collaboration platforms.
• Ability to obtain a USA Part 107 Drone License within the first 90–120 days of employment and maintain it throughout employment.
• Ability and willingness to travel domestically ~15–20% for customer visits and company events.

Strong‑fit Background Might Include B2B SaaS Customer Success Management /…