Customer Success Manager, AEC
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Job Description
Customer Success Manager managing a portfolio of mid-market AEC accounts at DroneDeploy. Focusing on onboarding, adoption, renewals, and driving revenue growth in a remote-first environment.
Responsibilities:
- Manage a portfolio of ~70+ mid‑market AEC customers, with clear ownership for health, adoption, retention, and growth.
- Build and execute account plans that achieve portfolio‑level revenue growth (target ~20% YoY) and strong net/gross retention.
- Lead onboarding and early lifecycle motion to ensure rapid time‑to‑value and establish core workflows and training.
- Monitor usage and health signals; intervene early to address adoption gaps, risks, and new opportunities.
- Co‑own renewals with Sales: forecast, prepare and run reviews, and drive timely execution of contracts.
- Identify and qualify expansion opportunities (license growth, new units, add‑ons) and partner with Sales to close 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.
- Use tools like Salesforce, Gong, and Glean to prepare for meetings, capture insights, and maintain accurate account documentation.
- Coordinate with Support and Services to resolve issues quickly and maintain confidence in the platform.
Requirements:
- 3+ years in B2B Customer Success, Account Management, or similar customer‑facing SaaS role.
- Proven track record managing and growing a defined book of business (retention + expansion).
- Experience handling a sizeable portfolio (dozens of accounts) with structured planning and documentation.
- Strong consultative, data‑driven approach to customer engagement and value realization.
- Excellent written and verbal communication skills across field users, operations, and executives.
- Experience working cross‑functionally with Sales, Product, Marketing, and Support.
- High CRM discipline and habit of clear, timely documentation.
- Background or strong interest in AEC and/or jobsite technology preferred.
- Comfortable with tools such as Salesforce, Gong, and ticketing/collaboration platforms.
- Drone Certification: Able to obtain a USA Part 107 license within the first 90–120 days and maintain it throughout employment.
- Willing and able to travel domestically ~15–20%.
Benefits:
- Culture of Innovation & Collaboration – Thrive in an environment that values creativity and teamwork.
- Drone Certification – Get certified and gain unique, hands-on skills with our full backing.
- Flexible Work Arrangements – Enjoy autonomy with remote-first options and schedule flexibility.
- Paid Family Leave – Take the time you need to support your family during life’s most important moments.
- Comprehensive Healthcare Coverage – Plans designed to support your well-being.
- Career & Growth Development – Build new skills and unlock opportunities through continuous learning.
- Flexible PTO – Take time off when you need it to recharge—we trust you to manage your time well.
- Employee Referral Bonus – Know someone great? Refer them and earn a bonus when they join our team.
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