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Director of Customer Success (USA)

1 month, 3 weeks ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
CRM Salesforce
Apply Now
DroneDeploy

DroneDeploy

DroneDeploy is a powerful cloud-based software for drone operations, creating aerial maps and 3D models with ease, trusted by Fortune 500 companies globally.

Professional Services
251-1K
$91M raised
View All Jobs 10

Description

  • Set the multi-year Customer Success strategy and operating model for the owners and operators segment.
  • Lead, coach, and develop a multi-tier Customer Success team of managers and individual contributors.
  • Build and refine global Customer Success playbooks for onboarding, time-to-value, adoption, expansion, and renewals.
  • Partner with Sales on customer coverage, handoffs, renewal strategy, and expansion planning.
  • Represent the voice of the customer with Product and Engineering to influence roadmap priorities and feature adoption.
  • Own Customer Success operations, including processes, forecasting, documentation standards, and CRM/CS platform usage.
  • Use health scores and leading indicators to identify risk, reduce churn, and uncover upsell and cross-sell opportunities.
  • Design and optimize scalable lifecycle programs such as digital onboarding, in-app enablement, and automated engagement.
  • Champion consistency and standardization across global Customer Success teams through clear journey playbooks and aligned operating motions.
  • Collaborate closely with Sales, Product, Support, Operations, and Marketing to deliver a unified customer experience.

Requirements

  • 8+ years of experience in B2B SaaS Customer Success or related post-sale leadership roles.
  • 4+ years of experience leading people, including managers and/or multi-tier teams.
  • Proven success leading both high-touch and scaled or digital Customer Success models.
  • Experience improving renewal, adoption, and expansion outcomes at scale.
  • Strong operational experience building processes, playbooks, and health-scoring frameworks for segmented customer bases.
  • Excellent communication and leadership skills with cross-functional experience across Sales, Product, Support, Operations, and Marketing.
  • Comfort using data and AI-enabled tooling to analyze trends, prioritize investments, coach teams, and measure impact.
  • High proficiency with CRM and Customer Success tools such as Salesforce, Planhat, Gainsight, ChurnZero, Totango, or ClientSuccess, or similar platforms.
  • Ability to thrive in a fast-growth environment while staying close to key customers and critical projects.
  • Willingness and ability to obtain a relevant drone certification, such as FAA Part 107, within the first 90 days and maintain it if required for role activities.

Benefits

  • Annual base salary range of $170,000 to $230,000.
  • Annual on-target earnings range of $200,000 to $272,000.
  • Annual variable compensation and equity.
  • Remote-first work arrangement with schedule flexibility.
  • Comprehensive healthcare coverage.
  • Paid family leave.
  • Flexible PTO.
  • Career and growth development opportunities.
  • Employee referral bonus.
  • Drone certification support and training.

Interested in this position?

Apply directly on the company website

Apply Now

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