Customer Success Manager

Sterling, VA


Part product expert and part empathetic consultant mixed with service-minded representative, in this role you’ll be responsible for ensuring customers deploy our solution successfully, adopt it internally, and extract maximum value in order to achieve their desired outcomes. You’ll also establish our baseline Customer Success objectives and metrics to ensure Customer Success supports Dedrone’s growing business and customer base.



  • Develop a complete understanding of Dedrone's solutions
  • Ensure a seamless experience for customers during adoption and deployment of our solutions
  • Understand and empathize with all aspects of the customer experience, maintaining high levels of customer engagement and satisfaction, developing customer relationships that promote retention and loyalty
  • Guide and coach customers with a dedicated customer success process and collaborate with Account Managers and Customer Support to help leverage customer success as an asset
  • Meet with customers on site to discover and understand their needs and create an on-boarding process that help customers understand our solution, how to use it, and how to get the most value from it
  • Deliver monthly and quarterly reviews with clients so they understand their airspace security posture as well as how to determine potential next steps in terms of airspace security
  • Develop success plans that outline the customer’s crucial success factors, metrics for success,and potential issues; with recommendations
  • Maintain an oversight of support tickets to proactively identify potential issues
  • Receive and respond to account escalation calls from customers and Dedrone’s sales account teams
  • Define and report on customer health, retention, and churn rates
  • Identify and help secure customer references and case studies



  • 4+years of experience in a customer-facing customer success, customer support,account management or strategic consulting organization, preferably with SaaS experience
  • Ability to manage critical customer support escalations
  • Strong, empathetic interpersonal skills with a knack for listening to what customers say and understanding even what’s unsaid
  • Diplomacy,a sense for tact, and grace under pressure when working on customer issues
  • The ability to synthesize information and feedback from disparate customer sources,identifying valuable learnings that apply in a variety of environments and can be used to improve the customer’s experience or our product, marketing, or processes
  • Self-motivated,proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Good planning and organizational skills; ability to organize workload and manage your time
  • Ability to establish collaborative relationships at all levels within an organization
  • Good understanding of technical support and professional services processes and workflows
  • Adept at working with large amounts of data and presenting them in understandable,actionable ways
  • Highly proficient with presentation and spreadsheet software
  • Consistent track record of highly professional customer service in a fast paced, dynamic environment
  • Advanced Salesforce reporting skills

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