CSM Manager - Public Safety (Major Markets)

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 https://www.skydio.com/solutions/energy-and-utilities to first responders https://www.skydio.com/solutions/public-safety, soldiers in battlefield scenarios https://www.skydio.com/solutions/national-security/tactical-isr, and beyond https://www.skydio.com/solutions. About the Team: The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and supporting customers with world class on-boarding and technical expertise. We are a rapidly growing team of passionate, mission driven UAS professionals, who sweat the details and ensure our customers are set up for success. About the role: We are looking for a humble and elite, customer first, leader to manage our Drone as First Responder (DFR) Major Markets team. This role is ideal for a hands-on leader who enjoys coaching ICs, solving real customer problems, and staying close to the field. This person will lead a team of six customer success managers, supporting Skydio’s largest and most strategic public safety customers. As part of the broader Mission Success organization, this leader will help deliver an exceptional customer experience and help shape how Skydio supports DFR programs. How you’ll make an impact: - Maintain a high-accountability, high-trust team culture grounded in Skydio values. - Lead, coach, and develop a team of CSMs supporting 20x Major Market DFR customers. - Drive team performance against adoption metrics and customer health. - Serve as a senior escalation point for high-priority customer issues, helping resolve complex challenges while maintaining strong customer trust and confidence. - Partner closely with Sales, Product, Engineering, and other Mission Success leaders to support major accounts and ensure customer outcomes. - Coach team members to build strong executive and operational relationships with stakeholders across public safety agencies. - Ensure the team is proactively identifying and managing account risk, driving customer outcomes, and maintaining strong engagement throughout the customer lifecycle. - Communicate clearly and effectively - bringing clarity to executives, actionable coaching to direct reports, and confidence to customers and cross-functional partners. - Spend time in the field with customers and team members to support execution, strengthen relationships, and stay close to the operational needs of the business. - Identify themes in customer feedback, program risk, and operational blockers, and work cross-functionally to improve the customer experience and internal execution. - Help shape the future of the DFR Major Markets function through hiring, talent development, team design, and process improvement. What makes you a good fit: - Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement). - A strong desire to learn, innovate, and adapt to a growing and changing environment. - Willingness to travel approximately 30%. - Ability to obtain Part 107 certificate. - Prior people management experience; ideally in Customer Success, Program Management, Mission Success, or a similar post-sales function. - Familiarity with Public Safety technology programs, UAS operations, or related drone technologies. - Experience serving as an escalation point for critical customer situations and driving resolution across multiple internal teams. Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive b