Customer Success Manager, AEC

Company: DroneDeploy
Location: Chicago
Posted on: June 1, 2025

Job Description:

About DroneDeployBuild 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 OverviewA critical position on DroneDeploy's Go-To-Market team, the Customer Success Manager is the primary relationship owner and builder with key enterprise customers within the Architecture, Engineering & Construction (AEC) industry.Customer Success Managers act as reality capture subject matter and product experts, trusted advisors, and customer advocates. Reporting to the Director of Customer Success, this role works closely to define and deliver value to our customer partners. Our ideal candidate loves developing open and honest relationships. The number one goal here is ensuring DroneDeploy's suite of solutions makes a measurable impact on our customers' projects and businesses, leading to increased adoption, saturation, engagement and promotion. This role is for detail-oriented, strategic influencers who are committed to providing world-class products that are changing the industry and making work better for our customers!Specific responsibilities include post-sale enablement, increasing adoption and usage, and ensuring high retention and account growth. A team effort, Customer Success Managers work closely with sales reps to manage renewals and drive expansion opportunities, the marketing team to create co-promotional plans, and product management as the voice of the customer to continually improve DroneDeploy's industry leading platform.If you are bright, dedicated, curious, empathetic, energetic, enthusiastic, addicted to details and like to have lots of fun, we're looking for you!Responsibilities:

• Drive DroneDeploy platform adoption, and ensure rapid time to value for our customers
• Work in tandem with your assigned sales counterpart(s) to highlight customer successes and grow subscription revenue
• Monitor activity and identify trends in customer base adoption and utilization to recognize revenue expansion opportunities, identify product champions, and assess potential churn risk
• Monitor and proactively guide customers accounts through the customer lifecycle, from basic product education to committed co-promotional partnership
• Become a trusted reality capture advisor and build relationships with product stakeholders and end-users across your account portfolio
• Act as the voice of the customer, advocating the customer's point of view by providing detailed internal feedback to better serve our customers and improve their overall experience and outcomes
• Work closely with the Product team to align the customer base to our R&D initiatives
• Co-manage the renewals process with your sales counterpart(s) and accurately forecast renewals for revenue planning
• Impart strategic leadership and direction on all aspects of DroneDeploy products and services
• Monitor technical and other product issues to ensure speedy resolutionRequirements:
  • 3+ years of experience in a B2B customer success, sales or account management role
  • Proven track record of managing and growing enterprise customer relationships
  • Experience working in a fast paced, high-growth B2B SaaS technology environment
  • Experience supporting enterprise-level software
  • Data-driven and strategic thinker with a consultant's mindset and an ability to drive adoption
  • Strong organizational, project management, time management, and communication skills
  • Exceptional written and verbal communication skills
  • Diligence in documenting all customer interactions in CRM and other tools
  • Experience working with product support, sales, marketing, and product management teams
  • Must be able to travel up to 20% of the time for on-site customer visits
  • Able to work Monday - Friday, 8 am to 5 pm EST
  • This role requires a Part 107 license within the first 120-days of employmentPreferred Qualifications:
    • Experience with Salesforce, Zendesk, Jira, and other similar SaaS products a plus
    • Background in architecture, engineering or construction a plus#LI-RemoteEmployee 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.----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 ourfor information about privacy during the recruiting process.
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Keywords: DroneDeploy, Orland Park , Customer Success Manager, AEC, Executive , Chicago, Illinois