Customer Success Manager

The company 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 company 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 [link for members] to first responders [link for members] soldiers in battlefield scenarios [link for members] and beyond [link for members]

About the Team

The Customer Success team helps customers turn the company into a reliable, repeatable, and enduring operating advantage. We are a rapidly growing team of passionate, mission-driven professionals, who sweat the details and ensure our customers are set up for success.

About the role

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

Location: Based in Canada, British Columbia or Ontario, with convenient access to a major airport. This is a remote position with expected travel to customer and the company locations.

How you’ll make an impact

• Operate independently and help shape the Canadian GTM and customer success strategy.

• Build scalable processes for customer on-boarding, account management and post sales success.

• Track and manage all implementation projects with large enterprise customers for successful delivery of technology, services, and program outcomes.

• Develop healthy customer relationships and create customer loyalty through proactive engagement, cadence based follow ups, and business reviews.

• Quantify product feedback and brief executives to help drive product roadmap that aligns to customers and market needs

• Manage ~20x accounts driving adoption to ensure expansions and renewals within the assigned book of business.

What makes you a good fit

• Strong knowledge or previous experience supporting customers in at least one of the following industries: public industries (public safety, transportation) or commercial industries (utilities, oil & gas, AEC).

• Proven track record of implementing and scaling new programs and technology, driving adoption of hardware and software, and interfacing with technical teams to deliver on customer schedules.

• Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts.

• Work directly with customers through proactive, metrics based engagement.

• Work closely with customers and sales to help drive expansion across the book of business, identifying the vertical specific pain points that could prevent this expansion and growth.

• Experience with commercial Unmanned Aircraft Systems and related software development/deployment is a plus but not required.

• Fluency in French is preferred but not required.

Requirements

• A strong desire to learn, innovate, and adapt to a growing and changing environment.

• Willingness to travel approximately 40%.

• Ability to work and reside in Canada.

• Ability to obtain a Pilot Certificate – Advanced Operations.

Compensation: At the company, our compensation packages for regular, full-time employees in Canada include competitive base salaries and comprehensive benefits. Compensation will vary based on factors including skill level, proficiencies, transferable knowledge, and experience. The annual base salary range for this position is CA $140,000 - $180,000. Standard benefits package options comprise group health insurance, paid vacation days, paid sick leave and company holidays, subject to applicable policies and eligibility requirements. This position and all associated benefits are subject to applicable federal and provincial laws, as well as the Company’s policies and eligibility criteria.⁠

At the company we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws.

For positions located in the United States of America, the company, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit [link for members]