DroneDeploy

Director of Customer Success

DroneDeploy

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $170,000 - $230,000 per year

Job Level

Lead

About the role

  • Set the multi-year Customer Success strategy and operating model for owners and operators across Enterprise.
  • Lead, coach, and grow a high-performing CS team, including managers and individual contributors.
  • Build and refine global CS playbooks that drive onboarding, time-to-value, product adoption, expansion, and renewal.
  • Partner with Sales on coverage, handoffs, renewal strategy, and expansion planning.
  • Represent the voice of the customer with Product and Engineering to influence roadmap and ensure strong feature adoption.
  • Own CS operations: processes, forecasting, documentation standards, and effective use of CRM / CS platforms.
  • Use health scores and leading indicators to surface risk, reduce churn, and uncover upsell and cross-sell opportunities.
  • Design and optimize scalable programs (digital onboarding, in-app enablement, lifecycle communications, automated engagement).
  • Champion consistency and standardization across global CSMs by creating a clear customer journey playbook and aligning internal motions (including AI-enabled workflows) across regions and segments.

Requirements

  • 8+ years in B2B SaaS Customer Success or related post-sale leadership roles, including 4+ years leading people (managers and/or multi-tier teams).
  • Proven success leading high-touch and scaled/digital CS models and improving renewal, adoption, and expansion at scale.
  • Strong operational orientation with experience building processes, playbooks, and health-scoring frameworks for segmented customer bases.
  • Excellent communication and leadership skills, with a track record of driving cross-functional work with Sales, Product, Support, Operations, and Marketing.
  • Comfort using data and AI-enabled tooling to understand trends, prioritize investments, coach the team, and measure impact across NRR, MAU, adoption, and efficiency metrics.
  • High proficiency with CRM and CS tools (e.g., Salesforce plus Planhat, Gainsight, ChurnZero, Totango, ClientSuccess, or similar).
  • Experience thriving in a fast-growth environment while staying close to key customers and critical projects.
  • Drone Certification: Ability and willingness to obtain a relevant drone certification (e.g., FAA Part 107 in the US or equivalent in-region license) within the first 90 days of employment and maintain it for the duration of the role if required for specific customer, field, or demo activities.
Benefits
  • Culture of Innovation & Collaboration – Thrive in an environment that values creativity and teamwork.
  • Drone Certification – Get certified and gain unique, hands-on skills with our full backing.
  • Flexible Work Arrangements – Enjoy autonomy with remote-first options and schedule flexibility.
  • Paid Family Leave – Take the time you need to support your family during life’s most important moments.
  • Comprehensive Healthcare Coverage – Plans designed to support your well-being.
  • Career & Growth Development – Build new skills and unlock opportunities through continuous learning.
  • Flexible PTO – Take time off when you need it to recharge—we trust you to manage your time well.
  • Employee Referral Bonus – Know someone great? Refer them and earn a bonus when they join our team.
Applicant Tracking System Keywords

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

Hard Skills & Tools
B2B SaaSCustomer Successprocess buildingplaybook developmenthealth-scoring frameworksdata analysisAI-enabled toolingrenewal strategyproduct adoptioncross-sell opportunities
Soft Skills
leadershipcommunicationcoachingcross-functional collaborationoperational orientationteam growthcustomer advocacystrategic planningproblem-solvingadaptability
Certifications
Drone CertificationFAA Part 107