Customer Success Manager, AEC (USA)
- Dronedeploy
- Remote USA
Job Description
Team Overview
The AEC Customer Success team builds and scales reality capture programs for contractors and designers. We focus on customer health, long‑term relationships, and revenue retention/expansion, working closely with Sales, Solutions, Services, Product Support, and Product Management.
The CSM, AEC Mid‑Market owns a high‑volume portfolio (~70+ mid‑market AEC accounts). You are the primary relationship lead, responsible for onboarding, adoption, renewals, and expansion. You’ll grow total revenue across your book (~20% per year) by driving use of DroneDeploy’s reality capture platform and aligning it to customer outcomes, in tight partnership with Sales and cross‑functional teams.
Work Environment
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Remote, work‑from‑home role based in the United States.
- Core collaboration hours aligned to U.S. Central/Eastern time, Monday–Friday.
- ~15–20% domestic travel (e.g., ~10 customer visits per year plus occasional company/industry events).
Responsibilities
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Manage a portfolio of ~70+ mid‑market AEC customers, with clear ownership for health, adoption, retention, and growth.
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Build and execute account plans that achieve portfolio‑level revenue growth (target ~20% YoY) and strong net/gross retention.
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Lead onboarding and early lifecycle motion to ensure rapid time‑to‑value and establish core workflows and training.
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Monitor usage and health signals; intervene early to address adoption gaps, risks, and new opportunities.
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Co‑own renewals with Sales: forecast, prepare and run reviews, and drive timely execution of contracts.
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Identify and qualify expansion opportunities (license growth, new units, add‑ons) and partner with Sales to close them.
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Act as a trusted advisor on reality capture workflows and program design for AEC customers.
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Represent the voice of the customer to Product, Support, and Services, providing structured feedback and use‑case insight.
- Use tools like Salesforce, Gong, and Glean to prepare for meetings, capture insights, and maintain accurate account documentation
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Coordinate with Support and Services to resolve issues quickly and maintain confidence in the platform.
Requirements
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3+ years in B2B Customer Success, Account Management, or similar customer‑facing SaaS role.
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Proven track record managing and growing a defined book of business (retention + expansion).
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Experience handling a sizeable portfolio (dozens of accounts) with structured planning and documentation.
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Strong consultative, data‑driven approach to customer engagement and value realization.
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Excellent written and verbal communication skills across field users, operations, and executives.
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Experience working cross‑functionally with Sales, Product, Marketing, and Support.
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High CRM discipline and habit of clear, timely documentation.
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Background or strong interest in AEC and/or jobsite technology preferred.
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Comfortable with tools such as Salesforce, Gong, and ticketing/collaboration platforms.
- Drone Certification: Able to obtain a USA Part 107 license within the first 90–120 days and maintain it throughout employment
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Willing and able to travel domestically ~15–20%.
Why Join DroneDeploy?
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Direct impact on how leading AEC customers deploy drones, 360 capture, and AI on real projects.
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Clear ownership of a meaningful mid‑market book with visible revenue and retention targets.
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High‑autonomy, high‑support CSM team invested in experimentation, shared playbooks, and peer learning.
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Daily collaboration with Sales, Solutions, Services, and Product on strategic accounts and programs.
- Modern tools (Gong, Glean, Salesforce) to operate efficiently and focus on outcomes.
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Defined growth path toward Senior CSM for proven high performers.
