Customer Success Manager

About Us. DroneSense is now part of Versaterm, a global public safety solutions company helping agencies transform how they serve their communities. Together, we are building an ecosystem of intuitive tools designed for public safety agencies! Through purposeful integrations and selective growth, Versaterm is advancing public safety technology to improve workflows, deliver better service, and enable better outcomes. As part of this mission, DroneSense provides a critical drone software platform tailored to the unique needs of public safety.

Our comprehensive solution equips First Responders with tools that expand situational awareness, act as a force multiplier, and make drone operations scalable across entire organizations—ultimately leading to more saved lives. Drones are transforming the way First Responders carry out their missions, and DroneSense is driving this evolution within the Versaterm ecosystem. Our Culture. Our team is driven by innovation, expertise, and an unwavering commitment to customer success. Our leaders are experienced engineers, pilots, and entrepreneurs.

We’re building a diverse, collaborative team where individuals can bring their full selves to work, have fun, and feel a strong sense of belonging. Here, you’ll roll up your sleeves alongside teammates who care deeply about their craft, their communities, and each other. As we continue to grow and expand our impact, you’ll have the opportunity to contribute to solutions that enhance community safety and shape the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

We are growing rapidly! We’re looking for an experienced Customer Success Manager. The Customer Success Manager will report to our Manager of Customer Success and is directly responsible for collaborating with customers to ensure their success using the DroneSense platform to complete their unique and critical public safety missions. You will be an experienced Customer Success Manager: versatile, self driven, proactive, and a hands-on key business partner.

What would I be doing?Hands-on Customer management to drive the success of Customers through product adoptionCollaborate with internal stakeholders to overcome challenges and find solutions for CustomersBe the voice of the customer to the Product team, and the Product team to the customer to advocate for solutions and generate value for customersProactively monitor a book of business with Account Management partners, engaging as required to maintain account health and achieve operational KPIsExecute Customer facing reviews and assigned tasks as documented in the Customer Lifecycle PlaybookPrepare and deliver insightful and impactful Customer Business ReviewsBuild deep rapport with Customers and leverage those relationships to understand the Customer’s unique mission at an intimate levelPresent product roadmap to customers with a deep level of understanding, and actively gather, size and organize customer requirements for considerationPartner with Account Managers to respond to complex customer RFPs, RFIs and security surveysBuild and maintain project management assets including project charters, project plans, Gantt charts and weekly status reports for key projects as assignedUsing a consultative approach, identify areas of opportunity to provide Customers with best practices and operating adviceUsing internal tools, document conversations and key highlights, and flag any warning areas to Sales and Product leadershipLeverage Customer success in operations and Customer relationships to generate referrals for Account Management partnersSeek out and recognize opportunities to expand and cross-sell accountsIdentify challenges that should be escalated to and partner with the Support team for resolutionWork with the support team on an on call schedule as requiredAlways help firstQualifications3+ years experience as a Customer Success Manager in a SaaS organization is required3+ years experience in Public safety is preferredPrior experience with UASSome experience with modern networking, cloud, hybrid cloud and on premise software installationsExcellent problem solving capabilitiesExperience with Key tools a bonus:

Excel, Hubspot, ZendeskProven track record in a fast-paced and high growth SaaS environmentAbility to dive into details, but also step back and consider a problem strategicallyStrong influencer skills. Experience with DroneSense is a bonusExperienceA low-ego, team-first mentality. You know when to get your hands dirty and when to lead through influenceExtensive experience managing various stakeholders and building cross-functional relationships across the businessExcellent written and verbal communication skills. You can always articulate the “why” behind your priorities and recommendationsDroneSense employees full time US citizens who are current residence in one of the 50 contiguous United States.

Though our positions are "remote" we do not work with offshore/near shore individuals or contractors to stay in compliance with our client's requirements. LinkedIn profile MUST be included to be consideredBenefitsCompetitive Base PayMedical, Dental, and Vision, including a medical plan with 100% employee covered premiumCompany paid Life Insurance and Short Term DisabilityHealth Savings Account matchMedical FSA & Dependent Care Account401(k) with company matchWork from homeWellness benefitsCell phone stipendPaid Vacation TimePaid Sick TimePart 107 Pilot Training & License Paid