Customer Success Manager

The Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable value from the deployment of Percepto’s drone inspection solutions. This role blends customer success, solution engineering, and sales enablement responsibilities. The CSM serves as the primary point of contact for customer onboarding, implementation, and ongoing value delivery—while also supporting proof-of-concept (POC) efforts and collaborating with sales to drive adoption and expansion.

Above all, this role ensures safe operations and regulatory compliance while delivering the up most value during every flight.

Key Expectations:

• Safety & Compliance First: Always prioritize safe and regulatory-compliant flight operations.
• Continuous Improvement: Always be looking for opportunities to improve our teams’ workflows and challenge the process to ensure it brings value. We need to be better tomorrow than we were today!
• Customer-Centric Mindset: Ensure every interaction drives customer trust and measurable value.
• Technical Competency: Maintain deep familiarity with drone systems, payloads, and inspection workflows.
• Collaboration: Work cross-functionally with Sales, Product, QA, Operations, and Regulatory teams.
• Communication: Translate technical details into clear business value messaging for executives and operators.
• Metrics-Driven: Track adoption, utilization, inspection efficiency, and ROI—report progress to internal and external stakeholders. (We Make Data Driven Decisions) 
• Ownership: Manage both the strategic and tactical execution of customer programs, ensuring success from POC to scale.

Customer Success & Adoption:

• Own the end-to-end customer onboarding and implementation journey for drone-based inspection systems.
• Partner with customer stakeholders (operations, reliability, safety, compliance, IT) to align drone deployments with business objectives and KPIs.
• Proactively monitor system utilization and inspection cadence to ensure maximum value realization.
• Provide ongoing training, enablement, and best-practice guidance to customer teams.
• Act as the voice of the customer internally, advocating for feature requests, support needs, and escalations.

Solution Engineering:

• Support pre-sales technical discussions, ensuring solution design aligns with customer site requirements (facilities, inspection areas, IT/security constraints, regulatory considerations).
• Lead the technical implementation of drone systems, including hardware setup, configuration, flight-path design, and integration with compliance and reporting tools.
• Assist with regulatory alignment (FAA, EPA, OSHA, state-specific rules) by validating operational envelopes and inspection use cases.
• Troubleshoot implementation and integration challenges, ensuring smooth handover from pilot phase to scaled operations.
• Maintain a working knowledge of product updates, hardware configurations, and advanced AI features (e.g., real-time leak detection, Orbit AI).

Sales & POC Support:

• Work to understand customer needs from metrics and build value driven use cases.
• Partner with the sales team during Proof of Concept (POC) efforts.
• Scoping technical requirements.
• Demonstrating drone capabilities and inspection workflows on-site.
• Documenting success criteria and validating outcomes against agreed ROI targets.
• Contribute to closing deals by delivering technical credibility and building customer trust.
• Develop ROI models and value-realization frameworks tailored to each customer.

Requirements:

• Bachelor’s Degree, preferably in Engineering, Computer Science, Business Management, or related field, or equivalent experience
• At least 3 years of experience in project management in a technology field or engineering field, managing large-scale projects
• At least 3 years of experience in client-facing positions
• Ability to communicate and coordinate across multinational R&D, QA, Product, Regulation, Operations, Sales, and Commercial teams in order to provide a successful project delivery    
• Capable of leading technical demonstrations and hardware testing
• Ability to work in a fast-paced, flexible environment
• Problem-solving skills and critical thinking
• Willing to travel up to 20% of the time throughout North America
• Ability to work on non-routine hours
• Self-learner in a highly dynamic and ambitious work environment
• Strong communication skills – written, verbal, and presentation
• Experience with drone application development
• Hardware-related technical skills- assembly, repair, etc.
• PMP certification is a plus
• Pilot license Part 107 is a plus