Customer Success Manager
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Job Description
Customer Success Manager enhancing DroneSense solutions for public safety agencies through technical expertise and strategic customer engagement. Drive retention and account growth while ensuring optimal deployment and utilization.
Responsibilities:
- 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
Requirements:
- 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 up to 40%
Benefits:
- Versaterm does not use AI in the recruitment process
- All stages of recruitment decisions are lead by people
- Accommodations are available upon request throughout all stages of the recruitment process
- Committed to equity, diversity, inclusion, and a barrier-free workplace
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