Director of Customer Success

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $170 000 - $230 000 / an

⏰ Temps Plein

🔴 Expert

🏆 Customer Success

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DroneDeploy

Site WebLinkedInTous les Emplois

201 - 500 employés

🚀 Aérospatiale

💰 Series F en 2021-01

Aerospace • Construction • Technology

DroneDeploy est une plateforme de premier plan qui offre des solutions de capture de la réalité via des drones et des robots pour des industries comme la construction, le pétrole et le gaz, les énergies renouvelables, l'agriculture et l'exploitation minière. L'entreprise propose une plateforme intégrée pour surveiller et gérer les données de site, permettant aux entreprises de réduire les inspections manuelles et d'améliorer la sécurité. Ses services incluent les inspections de site, le suivi de l'avancement et les rapports automatisés grâce à des analyses basées sur l'intelligence artificielle. DroneDeploy accorde une grande importance à la sécurité avec une conformité de niveau entreprise et propose des formations et un support via diverses ressources éducatives.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.