Digital Customer Success Manager
San Mateo, California, United States
Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users. From utility inspectors to first responders, soldiers in battlefield scenarios and beyond.
About the role:
Skydio is seeking a proactive and customer-focused Digital Customer Success Manager (CSM) to serve as a strategic partner to our customers. In this digital-first role, you will play a critical part in delivering scalable, high-impact customer experiences across all verticals. As a Digital CSM, your primary mission is to help customers realize the full value of their investment in Skydio’s products and services through data-driven insights, proactive engagement, and digital touch points. This role is ideal for someone who thrives in a fast-paced, tech-forward environment and is passionate about leveraging automation, content, and community to deliver exceptional customer outcomes at scale.
Reporting to the Director of Training and Content, the Digital CSM will work closely with our Customer Success, Sales, Product, Training, Systems, Analytics, and Support teams to build a proactive digital communication strategy that aligns with our customers’ goals and needs.
Location: This is an office-based position that requires 3 days/week onsite at our HQ in San Mateo, CA.
How you’ll make an impact:
- Analyze and inform the customer journey: Guide onboarding, adoption, and retention through digital-first strategies and automation
- Scale customer engagement and promote product adoption: Create tailored content and use digital programs (e.g., emails, webinars, surveys, in-app tools) to support and engage a large customer base in various industries
- Monitor customer health: Use analytics and health scores to track engagement, identify risks, opportunities, and trigger appropriate actions
- Collaborate cross-functionally: Align with Sales, Product, Support, and Training teams for a seamless customer experience
- Use various tools and platforms:
- Leverage customer success, in-app, survey and marketing platforms (like Marketo, Gainsight, Totango, ChurnZero, Gong, Beamer, SurveyMonkey, Outreach) to automate processes and gain insights
- Use data analytics tools such as Databrics, SQL, and Tableau to track and monitor customer product adoption
- Create and manage customer campaigns:
- Define the campaign mission and identify the target audience/persona
- Collaborate with the Content team to build the right content strategy and author new content as needed (while adhering to safety guidelines and industry standards)
- Track, measure, and communicate campaign success
What makes you a good fit:
- 3+ years experience providing digital customer success solutions to B2B/Enterprise customers
- Experience using customer success and marketing platforms (e.g., Marketo, Gainsight, Totango, ChurnZero, Gong, Outreach, Salesforce, Beamer, SurveyMonkey) to automate processes and gain insights
- Experience using data analytics tools such as Databricks, SQL, and Tableau to monitor and communicate customer usage data and trends
- Ability to create and tailor educational content for different audiences
- Proven track record of driving implementation, adoption, and value of hardware or software for or within large enterprises
- Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts
Nice-to-haves:
- Experience with commercial Unmanned Aircraft Systems and related software
Compensation: At Skydio, our compensation packages for full-time employees include competitive base salaries, equity in the form of options, comprehensive benefits, and various incentives and stipends. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is 113,000 - $161,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all full-time employees have the opportunity to significantly benefit from the company’s success.
*Compensation for certain positions may vary based on the position’s location.
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At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws.
For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/