Customer Success Manager

Company: Axon
Location: Boston
Posted on: February 22, 2025

Job Description:

Introduction:At Dedrone we are building the world's leading airspace security solutions to protect people, property and information from the threat of drones. Our AI-driven software is combined with state-of-the-art sensors and effectors all working together to detect, track, identify and mitigate drones. This is why Dedrone is experiencing exponential growth and has the world's largest installed base of customers including 130+ critical infrastructure sites, 70+ public safety entities, and 50+ federal government customers in 40 countries around the world.Position Overview:As a Customer Success Manager at Dedrone, you will play a pivotal role in ensuring the success and satisfaction of our valued customers. You will serve as the primary point of contact for a portfolio of customers, fostering strong relationships, understanding their needs, and providing strategic guidance to maximize the value they receive from our products and services. This role requires a blend of technical expertise, customer relationship management skills, and a passion for delivering exceptional service.Key Responsibilities:

• Develop and maintain strong, long-term relationships with assigned customers, serving as their trusted advisor and advocate within the organization.
• Proactively engage with customers to understand their business objectives, challenges, and requirements, and align our solutions to help them achieve their goals.
• Collaborate cross-functionally with sales, product, and support teams to ensure seamless onboarding, implementation, and ongoing support for customers.
• Drive adoption and usage of our products and services by providing proactive guidance, training, and best practices to customers.
• Monitor customer health metrics and proactively identify opportunities to drive value and mitigate risks.
• Lead regular business reviews with customers to review performance, identify areas for improvement, and uncover opportunities for upsell or expansion.
• Serve as the voice of the customer within the organization, providing feedback and insights to inform product development and enhancements.
• Stay current on industry trends, best practices, and competitive landscape to continuously enhance the customer experience and drive customer success.About You:
  • 2+ years of experience in customer success, account management, or related roles, preferably in a technology company.
    Skills & Abilities:
    • Proven track record of building strong, collaborative relationships with customers and driving customer satisfaction and retention.
    • Excellent communication skills, with the ability to effectively articulate technical concepts to non-technical stakeholders.
    • Strong analytical and problem-solving skills, with the ability to identify opportunities and drive initiatives to improve customer outcomes.
    • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
    • Experience working with CRM software (e.g., Salesforce), customer success platforms, and other relevant tools is a plus.
    • Willingness to travel occasionally for customer meetings and events, as needed.We Offer:At Dedrone, you can expect to work in a startup-like atmosphere, expect excitement as well as tasks that are diverse in nature. We're a highly qualified, international team that's passionate about what we do and where we want to go. Our corporate structure is flat, and we offer plenty of room for individual ideas to develop. We are quick in our decision-making and like to keep our processes lean. We also offer permanent positions from day one, flexible working hours, team events, free coffee, treats and much more.Join our team of talented professionals and contribute to the advancement of cutting-edge and globally implemented airspace security solutions. If you are passionate about customer success and thrive in a collaborative environment, we would love to hear from you.Dedrone is an equal opportunity employer. All applicants for this position will be considered for employment without regard to race, color, religion, national origin, veteran status, disability status, sex, sexual orientation, or gender identity (including m/f/x)
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Keywords: Axon, Boston , Customer Success Manager, Executive , Boston, Massachusetts