dronedeploy - Director of Customer Success
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Requirements
• 8+ years in B2B SaaS Customer Success or related post-sale leadership roles, including 4+ years leading people (managers and/or multi-tier teams). • Proven success leading high-touch and scaled/digital CS models and improving renewal, adoption, and expansion at scale. • Strong operational orientation with experience building processes, playbooks, and health-scoring frameworks for segmented customer bases. • Excellent communication and leadership skills, with a track record of driving cross-functional work with Sales, Product, Support, Operations, and Marketing. • Comfort using data and AI-enabled tooling to understand trends, prioritize investments, coach the team, and measure impact across NRR, MAU, adoption, and efficiency metrics. • High proficiency with CRM and CS tools (e.g., Salesforce plus Planhat, Gainsight, ChurnZero, Totango, ClientSuccess, or similar). • Experience thriving in a fast-growth environment while staying close to key customers and critical projects. • Drone Certification: Ability and willingness to obtain a relevant drone certification (e.g., FAA Part 107 in the US or equivalent in-region license) within the first 90 days of employment and maintain it for the duration of the role if required for specific customer, field, or demo activities.
Responsibilities
• Set the multi-year Customer Success strategy and operating model for owners and operators across Enterprise. • Lead, coach, and grow a high-performing CS team, including managers and individual contributors. • Build and refine global CS playbooks that drive onboarding, time-to-value, product adoption, expansion, and renewal. • Partner with Sales on coverage, handoffs, renewal strategy, and expansion planning. • Represent the voice of the customer with Product and Engineering to influence roadmap and ensure strong feature adoption. • Own CS operations: processes, forecasting, documentation standards, and effective use of CRM / CS platforms. • Use health scores and leading indicators to surface risk, reduce churn, and uncover upsell and cross-sell opportunities. • Design and optimize scalable programs (digital onboarding, in-app enablement, lifecycle communications, automated engagement). • Champion consistency and standardization across global CSMs by creating a clear customer journey playbook and aligning internal motions (including AI-enabled workflows) across regions and segments.
Benefits
• Lead a high-impact portfolio: own Customer Success for owners and operators who rely on drones, robotics, and reality capture to manage assets and field operations. • Shape how CS works: design the segment strategy, coverage models, health scoring, and lifecycle automation that drive strong net revenue retention. • Build and develop a strong team: define org structure, coaching rhythms, and career paths for a multi-tier CS organization. • Sit at the center of GTM: work closely with Sales, Product, Support, Operations, and Marketing on how we launch, adopt, and grow key capabilities. • Work remotely with a global team, with most collaboration happening during standard US business hours and up to ~20% US travel for customers, team sessions, and company events. • (Benefits may vary by location and role) • These are just some of the perks you'll enjoy—there's more to discover once you join us! • 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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