Customer Success Manager, DFR Mid-Market

About the role

The Customer Success Manager for the mid-market public safety segment at Skydio is fundamentally responsible for ensuring that complex drone programs achieve tangible operational value. You will own the end-to-end lifecycle for assigned accounts, driving adoption, retention, and strategic expansion within the public safety vertical. This role demands a high degree of ownership as you translate intricate product capabilities into clear, mission-focused outcomes for government and enterprise customers. You will act as the primary technical advocate, bridging the gap between agile engineering and real-world field deployment. Success in this position is defined by your ability to build scalable processes that turn initial onboarding into long-term organizational transformation. You will be accountable for quantifying customer feedback and articulating strategic impact to executive stakeholders to influence product direction. Ultimately, your work will ensure that Skydio's autonomous flight technology delivers measurable safety and efficiency gains for critical public safety missions.

Key facts

Location: Remote (USA)

Engagement: Full-time

Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $120,000 - $160,000. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company's group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company's policies and eligibility criteria.

*Compensation for certain positions may vary based on the position's location.

What you'll do

You will architect and implement scalable onboarding frameworks that ensure rapid time-to-value for mid-market public safety customers. You will track and manage the complete lifecycle of implementation projects, driving predictability and successful delivery against rigorous customer timelines. You will develop deep, consultative relationships through structured cadence-based engagement and proactive technical support. You will analyze and synthesize diverse product feedback, articulating data-driven insights to engineering and executive leadership. You will champion the strategic needs of public safety teams, ensuring their operational challenges directly inform product innovation. You will lead executive-level Quarterly Business Reviews, translating complex operational data into clear narratives of delivered value. You will manage a portfolio of accounts with a focus on maximizing adoption, driving expansion opportunities, and safeguarding retention. You will identify early warning signals of churn and collaborate cross-functionally to implement targeted retention strategies. You will work hand-in-hand with sales and engineering to uncover and prioritize vertical-specific pain points that unlock new expansion revenue.

Requirements

You possess strong knowledge or previous experience supporting customers within SLED industries, specifically focusing on Public Safety and Law Enforcement domains. You demonstrate the ability to travel approximately 20% of the time to support critical customer initiatives. You are capable of obtaining a Part 107 Remote Pilot Certificate to validate operational understanding of drone systems. You have a proven track record of implementing new technology within large enterprises and interfacing with technical teams to meet demanding project schedules. You exhibit excellent communication skills, both written and verbal, coupled with a disciplined focus on project management tools and methodologies. You have direct experience working in a digital customer success environment, delivering exceptional service to customers while operating remotely. You bring specific experience with commercial Unmanned Aircraft Systems and the software development or deployment lifecycle. You engage directly with customers through proactive, metrics-based engagement to build trust and validate outcomes. You consistently work closely with customers to monitor health scores, ensuring timely renewals and identifying accounts at risk of non-renewal. You routinely collaborate with customers and sales stakeholders to identify expansion opportunities, diagnosing vertical-specific challenges that could inhibit growth.

Practical notes

Hours: Full-time is standard, 40 hours per week.

Travel: Ability to travel 20+% of the time.

Visa: Candidates must be authorized to work in the United States.

Deadlines: None specified.