Customer Success Manager, AEC (USA)

Work Environment

• Remote, work‑from‑home role based in the United States.

• Core collaboration hours aligned to U.S. Central/Eastern time, Monday–Friday.
• ~15–20% domestic travel (e.g., ~10 customer visits per year plus occasional company/industry events).

Responsibilities

• Manage a portfolio of ~70+ mid‑market AEC customers, with clear ownership for health, adoption, retention, and growth.

• Build and execute account plans that achieve portfolio‑level revenue growth (target ~20% YoY) and strong net/gross retention.

• Lead onboarding and early lifecycle motion to ensure rapid time‑to‑value and establish core workflows and training.

• Monitor usage and health signals; intervene early to address adoption gaps, risks, and new opportunities.

• Co‑own renewals with Sales: forecast, prepare and run reviews, and drive timely execution of contracts.

• Identify and qualify expansion opportunities (license growth, new units, add‑ons) and partner with Sales to close them.

• Act as a trusted advisor on reality capture workflows and program design for AEC customers.

• Represent the voice of the customer to Product, Support, and Services, providing structured feedback and use‑case insight.

• Use tools like Salesforce, Gong, and Glean to prepare for meetings, capture insights, and maintain accurate account documentation

• Coordinate with Support and Services to resolve issues quickly and maintain confidence in the platform.

Requirements

• 3+ years in B2B Customer Success, Account Management, or similar customer‑facing SaaS role.

• Proven track record managing and growing a defined book of business (retention + expansion).

• Experience handling a sizeable portfolio (dozens of accounts) with structured planning and documentation.

• Strong consultative, data‑driven approach to customer engagement and value realization.

• Excellent written and verbal communication skills across field users, operations, and executives.

• Experience working cross‑functionally with Sales, Product, Marketing, and Support.

• High CRM discipline and habit of clear, timely documentation.

• Background or strong interest in AEC and/or jobsite technology preferred.

• Comfortable with tools such as Salesforce, Gong, and ticketing/collaboration platforms.

• Drone Certification: Able to obtain a USA Part 107 license within the first 90–120 days and maintain it throughout employment

• Willing and able to travel domestically ~15–20%.

Why Join DroneDeploy?

• Direct impact on how leading AEC customers deploy drones, 360 capture, and AI on real projects.

• Clear ownership of a meaningful mid‑market book with visible revenue and retention targets.

• High‑autonomy, high‑support CSM team invested in experimentation, shared playbooks, and peer learning.

• Daily collaboration with Sales, Solutions, Services, and Product on strategic accounts and programs.

• Modern tools (Gong, Glean, Salesforce) to operate efficiently and focus on outcomes.

• Defined growth path toward Senior CSM for proven high performers.