Customer Success Manager, AEC (USA)

About DroneDeployDroneDeploy powers field teams with robotics and AI. As the only reality capture platform that combines robotic automation, AI agents, and a truly unified system, DroneDeploy allows critical industries to operate with speed and confidence.
From construction and energy to agriculture, the world’s largest companies use DroneDeploy to simplify field operations, improve safety, and make smarter decisions, faster. By combining aerial drones, 360 and fixed cameras, ground robots and proprietary AI, we’re bringing the power of automation and visual intelligence to all stakeholders, from the field to the boardroom.
At DroneDeploy, we thrive in a mostly remote-first culture rooted in innovation and impact. We’ve been recognized as a Best Place to Work in the SF Bay Area and named one of America’s Great Places to Work—but what truly sets us apart is the experience you gain: solving real-world challenges with cutting-edge technology, surrounded by teammates who are as passionate as they are supportive. Our team is bold, mission-driven, and building something that matters. We foster a culture where a variety of perspectives drive smart decisions, and where growth—both personal and professional—is part of the journey. Whether it’s flexible schedules, family-friendly benefits, or our strong track record of internal promotions, we invest in people as much as we do in product. If you’re looking to be part of something ambitious, authentic, and transformative, you’ll find your place at DroneDeploy.

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.

Role Summary
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

• 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

• Manage a portfolio of ~70+ mid‑market AEC customers, with clear ownership for health, adoption, retention, and growth.

• Build and execute account plans that achieve portfolio‑level revenue growth (target ~20% YoY) and strong net/gross retention.

• Lead onboarding and early lifecycle motion to ensure rapid time‑to‑value and establish core workflows and training.

• Monitor usage and health signals; intervene early to address adoption gaps, risks, and new opportunities.

• Co‑own renewals with Sales: forecast, prepare and run reviews, and drive timely execution of contracts.

• Identify and qualify expansion opportunities (license growth, new units, add‑ons) and partner with Sales to close them.

• Act as a trusted advisor on reality capture workflows and program design for AEC customers.

• 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

• Coordinate with Support and Services to resolve issues quickly and maintain confidence in the platform.

Requirements

• 3+ years in B2B Customer Success, Account Management, or similar customer‑facing SaaS role.

• Proven track record managing and growing a defined book of business (retention + expansion).

• Experience handling a sizeable portfolio (dozens of accounts) with structured planning and documentation.

• Strong consultative, data‑driven approach to customer engagement and value realization.

• Excellent written and verbal communication skills across field users, operations, and executives.

• Experience working cross‑functionally w