Manager of Customer Success, Scaled

About DroneDeploy

Build with certainty, operate with confidence. That’s why thousands of construction, oil and gas, and renewable energy companies use DroneDeploy on a daily basis. We help them automate reality capture using drones, robots, and 360 cameras – combining this data in one platform for AI-powered analysis. From aerial and ground views of construction progress to automated gauge readings and methane leak detection, DroneDeploy is shaping the future of reality capture.

At DroneDeploy, we thrive in a remote-first culture, powered by innovation. Growth is limitless, and employee contributions matter. With accolades as a Best Place to Work in the SF Bay Area and a spot on America’s Best Startups list, our team is dynamic, purpose-driven, and dedicated to delivering top-tier reality capture software. We cultivate an environment of opportunity. Our dynamic growth is fueled by the diverse range of ideas nurtured by our team. This is why our commitment to internal advancement is profound. A multitude of paths for professional and personal development are available, where flexible schedules, family-friendly benefits, and remote work options propel our team's journey.

Role Overview:

We’re looking for an experienced Manager of Scaled Customer Success to lead our Scaled Base, which includes Renewal Managers and Scaled Customer Success Managers. Our Scaled Base consists of our SMB Customers and is managed in a one to many fashion. Reporting to the Director of Customer Success, this role will be responsible for overseeing strategy, team performance, and operational efficiency to drive scaled customer engagement and retention. You will focus on coaching and developing your team, optimizing processes, and collaborating cross-functionally to ensure a seamless customer experience.

At DroneDeploy, we value diversity and encourage candidates of all backgrounds to apply, even if you don’t meet every qualification. We are eager to learn about the unique perspectives you bring.

Work Environment:

This is a fully remote role, giving you the flexibility to work from your home while staying connected with a dynamic, global team. You’ll collaborate across time zones with teammates in the US, New Zealand, and Australia.

We understand the importance of work-life balance and support flexibility so you can thrive both personally and professionally. You’ll also have the opportunity to travel occasionally for client engagements, training sessions, and company events—bringing face-to-face connections to your remote experience.

Responsibilities:

• Lead, coach, and manage the Scaled Customer Success team, including Renewal Managers and Scaled Customer Success Managers, to drive team and individual performance.
• Design, implement, and deploy Scaled Customer Success motions to ensure efficient, high-impact service across our SMB customer segment of 1,000+ customers.
• Partner closely with Sales, Product, and Marketing to foster alignment and deliver consistent customer experiences that maximize value.
• Oversee account health monitoring to identify trends, prevent churn, and uncover expansion opportunities.
• Manage and own our Customer Success Platform to enable scaled workflows through automations, dashboards, and workflows.
• Ensure successful onboarding, adoption, and long-term satisfaction for our Scaled customer segment.
• Forecast and co-manage renewals with the Renewal Managers, providing clear revenue planning and renewal strategies.
• Act as a key advocate for scaled customer needs within the company, providing regular feedback to Product and other internal teams to improve the overall customer experience.
• Drive operational excellence by refining and optimizing Scaled Customer Success processes and workflows.
• Key success metrics include renewal rates, product adoption, scaled engagement efficiency, and automation-driven customer retention.
• Must be able to obtain a Part 107 UAV pilot’s license within 90 days of employment start date.

Requirements:

• 3+ years of people / team management experience in Customer Success, with a proven track record of managing and growing a team.
• Demonstrated success in implementing and deploying Scaled Customer Success motions in a B2B SaaS environment.
• Experience managing customer relationships in the SMB segment, ideally with a base of over 1,000 customers.
• Strong data-driven decision-making skills, with the ability to analyze trends, draw insights, and take strategic action.
• Excellent communication, project management, and leadership skills.
• Proven ability to collaborate cross-functionally, especially with Sales, Marketing, and Product.
• High proficiency with CRM tools and data analytics platforms, with a commitment to thorough and accurate documentation.
• Strategic mindset with experience in process improvement and scalable solutions that drive customer success at scale.
• Ability to thrive in a fast-paced, high-growth environment, balancing team management with hands-on customer support.
• Able to travel domestically for in-person meetings and company events (one week per quarter).
• Able to work Monday - Friday between the hours of 8:00AM to 6:00PM US Central time.

Preferred Qualifications:

• Experience in the drone industry or with geospatial technology.

#LI-Remote

Employee Offerings & Benefits

(Varies by location and position)

These are just some of the benefits we offer—explore more when you join us!

> Innovative Company Culture – Thrive in an environment that encourages creativity and collaboration.

> Drone Pilot Certification – Get certified and develop unique skills with our support.

> Flexible Work Options – Enjoy flexibility with both your schedule and work location.

> Family Paid Leave – Supporting you and your family when it matters most.

> Top-Tier Healthcare Benefits – Comprehensive health coverage designed to support your well-being.

> Professional Development & Career Growth – Opportunities to advance and grow in your career.

> Flexible Paid Time Off – Take the time you need to recharge and stay balanced.

> Employee Referral Bonus – Help us grow the team and get rewarded for great referrals.

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DroneDeploy is an equal opportunity employer.

All DroneDeploy employees are responsible for assisting in protecting the company and customer data by following information security policies and procedures.

Please refer to our Recruitment Privacy Notice for information about privacy during the recruiting process.