American Society of Crime Laboratory Directors (ASCLD)

Customer Success Manager

American Society of Crime Laboratory Directors (ASCLD)

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Partner with regional Account Executives to support customer retention, renewals, and territory growth.
  • Serve as a technical and operational subject matter expert for DroneSense customers, with emphasis on DFR and tactical drone operations.
  • Deliver customized product demonstrations, FlyDays, and operational showcases for current and prospective public safety agencies.
  • Conduct virtual and on-site customer onboarding, training, and account setup to ensure successful adoption.
  • Strategically manage accounts approaching renewal to drive satisfaction, expansion, and long-term value.
  • Represent DroneSense by Versaterm at conferences, FlyDays, trainings, and customer workshops.
  • Act as the voice of the customer by gathering operational feedback and partnering with Engineering and Product teams to inform roadmap priorities.
  • Stay current on FAA regulations including Part 107, Part 91 Public Aircraft Operations, COWs, COAs, and BVLOS frameworks.
  • Support agencies in navigating regulatory pathways and advancing compliant, scalable drone programs

Requirements

  • 3+ years of experience as a Customer Success Manager in a SaaS environment.
  • 3+ years of experience supporting public safety or first responder organizations.
  • 3+ years of experience in UAS operations, technical sales, or support engineering.
  • Strong working knowledge of DFR program design and FAA regulatory requirements for VLOS and BVLOS operations.
  • Ability to clearly communicate complex technical and regulatory concepts to diverse audiences.
  • Self-starter with the ability to operate independently and collaboratively.
  • Experience with CRM platforms such as Salesforce or HubSpot (preferred).
  • Willingness to travel to support customer and operational needs up to 40%
Benefits
  • Versaterm does not use AI in the recruitment process
  • All stages of recruitment decisions are lead by people
  • Accommodations are available upon request throughout all stages of the recruitment process
  • Committed to equity, diversity, inclusion, and a barrier-free workplace
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
UAS operationsDFR program designtechnical salessupport engineeringFAA regulatory requirementsVLOS operationsBVLOS operations
Soft Skills
customer retentioncustomer satisfactioncommunicationindependencecollaboration
Certifications
FAA Part 107FAA Part 91