Customer Success Manager, DFR

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October 31

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BRINC Drones

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Hardware • SaaS • Government

BRINC Drones is a company that designs, manufactures, and operates a connected ecosystem of drones, hardware, software, and services built specifically for public safety agencies. Their products include tactical and responder drones (e. g. , Lemur 2, Responder Station), LiveOps command software, and managed drone programs that integrate with CAD, 911 systems, ALPR, and Motorola Solutions radios to enable one-click Drone as First Responder deployments. BRINC emphasizes US manufacturing, compliance (NDAA, CJIS), and end-to-end support for law enforcement, fire, and search-and-rescue agencies to improve situational awareness, officer safety, and rapid delivery of life-saving payloads.

51 - 200 employees

Founded 2019

🔧 Hardware

☁️ SaaS

🏛️ Government

📋 Description

• Own and manage a portfolio of ~20–25 strategic DFR accounts, each valued at $500K+. • Serve as the primary relationship owner for executive, operational, and technical stakeholders. • Lead Executive QBRs, SLA reviews, and renewal strategy sessions with decision-makers. • Drive adoption through onsite visits, training programs, and operational support. • Manage trial-to-program conversions for Year 1 DFR customers to ensure retention and expansion goals are met. • Coordinate DFR trials, demos, and go-live activities in collaboration with regional demo teams and Post-Sales Engineers. • Maintain accurate account health scores, renewal forecasts, and activity tracking in HubSpot CRM. • Identify at-risk accounts early, develop recovery plans, and escalate issues where needed. • Track public sector funding cycles and manage multi-year renewal timelines. • Collaborate cross-functionally with Sales, Post-Sales, Support, Product, and Engineering to ensure a seamless customer experience. • Provide structured feedback to Product and Leadership on customer insights, feature requests, and operational trends. • Act as a customer advocate in roadmap and strategic planning discussions. • Travel extensively (60–70%) to conduct onsite visits, training sessions, and executive briefings.

🎯 Requirements

• 7+ years in strategic leadership and or customer service/success (private or public), account management, or strategic account leadership. • Experience managing strategic level responsibilities and outcomes • Strong track record of exceeding performance objectives, renewal or expansion targets. • Public safety, defense, or mission-critical technology experience. • Ability to travel extensively (60–70%) and work in dynamic, high-pressure environments. • FAA Part 107 certification or willingness to obtain within 60 days. • sUAS operational knowledge or familiarity with drone technology. • Experience with CRM platforms (HubSpot preferred). • Knowledge of public sector procurement and funding cycles.

🏖️ Benefits

• Comprehensive medical, dental and vision plans for our employees and their families • 401K plan • Maternity and paternity leave • Flexible Time Off (Exempt) / Paid time off (Non-Exempt) • Flexible work environment • Orca pass (for those in Puget Sound) • Free parking (Seattle office) • Free snacks, drinks and espresso (Seattle office)