Customer Success Manager

Key Expectations

• Safety & Compliance First: Always prioritize safe and regulatory-compliant flight operations.
• Continuous Improvement: Always be looking for opportunities to improve our teams’ workflows and challenge the process to ensure it brings value. We need to be better tomorrow than we were today!
• Customer-Centric Mindset: Ensure every interaction drives customer trust and measurable value.
• Technical Competency: Maintain deep familiarity with drone systems, payloads, and inspection workflows.
• Collaboration: Work cross-functionally with Sales, Product, QA, Operations, and Regulatory teams.
• Communication: Translate technical details into clear business value messaging for executives and operators.
• Metrics-Driven: Track adoption, utilization, inspection efficiency, and ROI—report progress to internal and external stakeholders. (We Make Data Driven Decisions)
• Ownership: Manage both the strategic and tactical execution of customer programs, ensuring success from POC to scale.

Responsibilities

• Customer Success & Adoption: Own the end-to-end customer onboarding and implementation journey for drone-based inspection systems.
• Partner with customer stakeholders (operations, reliability, safety, compliance, IT) to align drone deployments with business objectives and KPIs.
• Proactively monitor system utilization and inspection cadence to ensure maximum value realization.
• Provide ongoing training, enablement, and best-practice guidance to customer teams.
• Act as the voice of the customer internally, advocating for feature requests, support needs, and escalations.
• Solution Engineering: Support pre-sales technical discussions, ensuring solution design aligns with customer site requirements (facilities, inspection areas, IT/security constraints, regulatory considerations).
• Lead the technical implementation of drone systems, including hardware setup, configuration, flight-path design, and integration with compliance and reporting tools.
• Aid in regulatory alignment (FAA, EPA, OSHA, state-specific rules) by validating operational envelopes and inspection use cases.
• Troubleshoot implementation and integration challenges, ensuring smooth handover from pilot phase to scaled operations.
• Maintain a working knowledge of product updates, hardware configurations, and advanced AI features (e.g., real-time leak detection, Orbit AI).
• Sales & POC Support: Work to understand customer needs from metrics and build value-driven use cases.
• Partner with the sales team during Proof of Concept (POC) efforts.
• Scoping technical requirements.
• Demonstrate drone capabilities and inspection workflows on-site.
• Document success criteria and validate outcomes against agreed ROI targets.
• Contribute to closing deals by delivering technical credibility and building customer trust.
• Develop ROI models and value-realization frameworks tailored to each customer.

Requirements

• Bachelor’s Degree, preferably in Engineering, Computer Science, Business Management, or related field, or equivalent experience.
• At least 3 years of experience in project management in a technology field or engineering field, managing large-scale projects.
• At least 3 years of experience in client-facing positions.
• Ability to communicate and coordinate across multinational R&D, QA, Product, Regulation, Operations, Sales, and Commercial teams in order to provide a successful project delivery.
• Capable of leading technical demonstrations and hardware testing.
• Ability to work in a fast-paced, flexible environment.
• Problem-solving skills and critical thinking.
• Willing to travel up to 20% of the time throughout North America.
• Ability to work on non-routine hours.
• Self-learner in a highly dynamic and ambitious work environment.
• Strong communication skills – written, verbal, and presentation.
• Experience with drone application development.
• Hardware-related technical skills- assembly, repair, etc.
• PMP certification is a plus.
• Pilot license Part 107 is a plus.