Customer Success Manager - Infrastructure​/Utilities

Customer Success Manager - Infrastructure/Utilities

PIX4D is seeking a highly technical Customer Success Manager to oversee and elevate the Customer Success functions across the Americas. In this role, you will lead a dynamic team supporting current and future enterprise clients including public utilities, and infrastructure partners across North and South America.

As the Customer Success Manager, you will serve as the primary steward of our client relationships, leading a team of 3 CS Specialists. This is a high-impact, consultative position where your deep technical domain expertise in infrastructure and utilities will bridge the gap between PIX4D's advanced software solutions and tangible business ROI for our users. You and your team will directly own the health, retention, and technical expansion of a diverse, high-value book of business.

• Infrastructure Workflow Engineering: Proactively consult with clients to drive "digital transformation" at the field level, moving traditional/manual infrastructure inspection processes to modern, technology-driven workflows.
• Trusted Advisor Status: Serve as the regional subject matter expert in photogrammetry, GIS workflows, and remote sensing, helping enterprise clients translate complex drone and terrestrial data into actionable 2D/3D deliverables.
• Strategic Onboarding: Lead the technical transition from pre-sales to implementation, ensuring engineering, construction, and utility clients realize maximum value quickly within the PIX4D ecosystem (PIX4
  
  Dmatic, PIX4
  
  Dcatch, PIX4
  
  Dcloud, etc.).
• Product Advocacy & Roadmap Engagement: Lead roadmap reviews and educate users on advanced, under-utilized features to deepen platform integration and technical stickiness.

• Net Retention Ownership: Coordinate closely with the Sales team during renewal cycles. Use your industry credibility to identify technical expansion, upsell, and cross-sell opportunities within the existing customer base.
• Success Planning: Co-execute Quarterly Business Reviews (QBRs) for enterprise infrastructure clients and resellers, mapping PIX4D’s evolving capabilities to the client’s long-term business goals and KPIs.
• Risk Mitigation: Drive the team to monitor account health metrics (processing volume, license utilization, logins) to proactively intervene before a technical account or renewal is at risk.

Voice of the Customer: Act as the internal advocate for the Americas market, funneling complex industry product feedback to Engineering and Product teams to influence the future of the ecosystem.

• Customer-First Coordination: Work alongside the Training & Education team to deliver technical external webinars and specialized, in-person training sessions.

• Deep Industry Expertise: Proven experience working directly in or with industries that heavily leverage GIS, UAVs, Photogrammetry, and Remote Sensing.
• Civil Infrastructure & Utilities Background: Strong working knowledge of decentralized environments such as Telecom (Tower Inspections), Utilities (Line Inspections), Renewable Energy (Solar/Wind), Civil Engineering, Surveying, Geomatics, or Construction Management.
• Leadership
  
  Experience:
  
  A history of leading technical or high-functioning teams and successfully owning change-management across products or workflows.
• Commercial & Client Acumen: 3+ years of experience in a Customer Success, Technical Account Management, or Sales role is highly preferred, with a demonstrated capability to hit retention targets and identify revenue growth.
• Communication: Exceptional presentation skills, with the unique ability to articulate complex technical concepts to non-technical stakeholders, comfortably speaking to field-level drone pilots and boardroom VPs alike.
• Travel: Willingness to travel 20-30% for site visits, regional roadshows, and industry conferences.

• Hands-on experience with the PIX4D ecosystem (PIX4
  
  Dmatic, PIX4
  
  Dcatch, PIX4
  
  Dcloud, etc.)
• Proven success in driving "digital transformation" at the field level, specifically moving customer teams from traditional/manual processes…