Customer Success Manager (East Coast - Mid Market - Public Safety)

As a Customer Success Manager at Skydio, you'll be responsible for leading implementation, usage, retention, and expansion processes for mid-market customers in the public safety sector. You’ll build scalable customer onboarding processes, manage implementation projects, maintain healthy customer relationships through proactive support, and lead quarterly business reviews to ensure customers derive maximum value from our drone technology.

To qualify for the Customer Success Manager role at Skydio, you should have strong knowledge of customer support within the SLED industries, particularly public safety and law enforcement. Experience showcasing a proven track record of technology implementation in large enterprises, as well as outstanding communication skills, project management experience, and familiarity with commercial unmanned aircraft systems are essential. Additionally, you must be able to travel occasionally and obtain a Part 107 certificate.

The Customer Success team at Skydio serves as a critical bridge between customers and our agile technical teams. By facilitating the technical validation process, providing exemplary onboarding services, and driving customer value through ongoing support, this team empowers customers to fully leverage our technology, which ultimately enhances Skydio's mission of transforming aerial mobility across diverse industries.

At Skydio, Customer Success Managers have ample opportunities for career growth. As you develop your skills in driving technology adoption and establishing robust customer relationships, you could progress to senior management roles within Customer Success, or transition into related fields such as Product Management or Sales, depending on your interests and performance.

Skydio promotes a culture of diversity and inclusion, creating a multidisciplinary environment that values diverse perspectives. As a Customer Success Manager, you'll work with passionate individuals who are dedicated to customer satisfaction and innovation. The supportive atmosphere encourages collaboration, continuous learning, and the achievement of both personal and team goals.

In preparing your answer, highlight specific examples of how you've successfully engaged customers in the public safety industry. Discuss how your knowledge of their unique challenges allowed you to implement solutions that delivered substantial value, ensuring satisfaction and long-term relationships.

Explain your approach to addressing customer objections by using active listening to understand their concerns, followed by offering tailored solutions. Share an experience if possible, detailing how you restored confidence and kept the onboarding process on track.

Discuss the importance of collecting structured feedback from customers, leveraging metrics and surveys. Emphasize your methods for summarizing insights and effectively communicating findings to product and engineering teams to drive improvements based on customer needs.

Talk about your organizational strategies, such as using project management tools or CRM systems, along with your proactive communication techniques. Describe how you prioritize follow-ups, tailor engagement based on account needs, and ensure regular check-ins.

Highlight the significance of data analytics in understanding customer behavior and measuring success. Discuss your experience in identifying usage trends and utilizing data to drive decisions that enhance customer satisfaction and renewals.

Prepare a specific scenario illustrating your problem-solving skills. Explain the steps you took to address their concerns, the actions you implemented to improve their experience, and the positive outcome that restored their loyalty.

Discuss your understanding of the customer’s perspective and how you would communicate their needs and challenges to technical teams. Provide examples of when you've acted as a liaison to influence product decisions or prioritize enhancements based on customer feedback.

Share your enthusiasm for helping customers achieve their goals. Discuss how building relationships and delivering solutions that have a significant impact on users inspires your commitment to the customer success role.

Mention the importance of keeping up with industry trends and customer feedback to refine your strategies. Talk about how you actively seek out training or methodologies that can elevate your effectiveness and adapt your approach to fit evolving customer needs.

Emphasize that understanding customers' needs and delivering consistent value is key to retention. Discuss how building strong relationships, maintaining open communication, and handling issues swiftly contributes to long-term loyalty.