Customer Success Manager, DFR Mid-Market

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, DFR Mid-Market based in the United States. This role is an opportunity to help public safety organizations successfully adopt and expand the use of advanced autonomous drone technology. You will own the customer journey across implementation, onboarding, adoption, retention, and expansion for a portfolio of mid-market accounts. Working at the intersection of customers, sales, product, and engineering, you will translate operational needs into actionable solutions and product feedback. You will build trusted relationships with public safety and law enforcement customers while ensuring technology and services deliver measurable value. The role combines strategic account management, hands-on project leadership, technical collaboration, and proactive customer engagement. You will have significant ownership over customer outcomes in a fast-moving environment where customer insights can directly influence future products and services. The position is remote-friendly, with a strong preference for candidates supporting Northeast accounts and located near a major airport. Own implementation, onboarding, product adoption, retention, and expansion across a portfolio of mid-market public safety customers. Build scalable customer onboarding and post-sales processes that create consistent, high-quality customer experiences. Lead implementation projects from planning through successful delivery, coordinating technology, services, timelines, and stakeholders. Establish proactive customer engagement through regular check-ins, metrics-based outreach, and structured success plans. Develop deep relationships with customers and become a trusted advisor on their operational use cases, challenges, and technology needs. Lead Quarterly Business Reviews and other strategic customer meetings to demonstrate value, identify opportunities, and maintain strong relationships. Monitor customer health, identify renewal risks early, and work proactively with customers to improve retention. Partner with sales and customers to identify expansion opportunities and address industry-specific barriers that could prevent growth. Gather, quantify, and communicate customer feedback to product and engineering teams, helping influence improvements to hardware, software, and services. Collaborate cross-functionally with Product, Engineering, Sales, and other technical teams to ensure customer needs are translated into effective solutions. Requirements Demonstrated experience supporting customers within SLED environments, particularly public safety or law enforcement. Proven experience implementing and deploying new technology while coordinating with agile development and technical teams to meet customer schedules. Track record of driving implementation, adoption, and measurable value for hardware or software products in large enterprise environments. Experience managing customer relationships remotely through proactive, structured, and metrics-driven customer success programs. Strong project management skills, including familiarity with project management tools, processes, and delivery methodologies. Excellent written and verbal communication skills, with the ability to work effectively with customers, executives, sales teams, engineers, and other stakeholders. Experience working with commercial Unmanned Aircraft Systems and related software development or deployment is highly desirable. Strong ownership mentality and ability to manage multiple customer priorities in a fast-moving environment. Ability to identify customer risks, communicate them clearly, and drive cross-functional resolution. Ability to travel 25% or more, particularly to support customers and accounts across the Northeast. Ability to obtain a Part 107 Remote Pilot Certificate. Candidates based in New York, New Jersey, Massachusetts, Pennsylvania, Virgi