Customer Success Manager, DFR Majors

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best‑in‑class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users. From utility inspectors to first responders, soldiers in battlefield scenarios and beyond.

The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and supporting customers with world‑class onboarding and technical expertise. We are a rapidly growing team of passionate, mission‑driven UAS professionals, who sweat the details and ensure our customers are set up for success.

We are looking for a motivated Customer Success Manager with a deep sense of ownership to lead and drive all aspects of implementation, usage, retention and expansion of our Law Enforcement customers. A successful candidate will become an indispensable bridge between our customers and Skydio’s extremely agile and world class technical teams. This role reports to the Manager, Customer Success and will work closely with our Product, Engineering, and Sales functions to deliver industry leading autonomous solutions that drive value to our customers.

The ideal candidate will be based in the Central or Eastern Timezone.

• Build scalable processes for customer onboarding and post‑sales success
• Track and manage all implementation projects with our large enterprise customers for successful delivery of technology and services
• Develop healthy customer relationships through proactive support and cadence based follow‑ups
• Quantify product feedback and brief executives to drive software and hardware engineering to better fit our customers’ needs
• Create customer loyalty through proactive support and account management
• Advocate for enterprise customers through deep understanding of their use cases and needs
• Lead quarterly business reviews and customer check‑ins to ensure our existing customers are getting value from Skydio technology
• Ensure expansions and renewals through proactive support
• Manage ~20 accounts driving adoption to ensure expansions and renewals of book of business

• Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement)
• Ability to travel 40+% of the time
• Ability to obtain Part 107 certificate
• Proven track record of implementing new technology, agile development and interfacing with technical teams to deliver on customer schedules
• 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
• Experience with commercial unmanned aircraft systems and related software development/deployment
• Work directly with customers through proactive, metrics‑based engagement
• Work closely with customers to ensure renewals, identifying accounts that are at risk not to renew
• Work closely with customers and sales to ensure expansion, identifying vertical specific pain points that could prevent this expansion

At Skydio, our compensation packages for regular, full‑time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $120,000 – $160,000. Fundamentally, we believe equity is the key to long‑term financial growth, and we ensure all regular, full‑time employees have the opportunity to significantly benefit from the company's success.

Regular, full‑time employees are eligible to enroll in the company’s group health insurance plans. Regular, full‑time employees are eligible to receive the…