Head of Customer Success

Aerodome is at the forefront of developing advanced software for public safety, specializing in innovative drone-as-first-responder (DFR) solutions. Our mission is to make communities safer with cutting-edge DFR technology, providing first responders with an AI-driven platform for enhanced air support. We focus on integrating our software with industry-leading hardware partners to ensure rapid response and safer operations. At Aerodome, we are committed to creating a safer world through continuous innovation and excellence. Join us to help shape the future of public safety and make a positive impact on communities.

Mission and Outcomes

The Head of Customer Success is accountable to drive all aspects of adoption, renewal, expansion, and reference-ability for our Public Safety customers. Additionally, the Customer Success team is responsible to act as a bridge between our customers and Product and Engineering teams. This position will work cross functionally with teams such as Deployments, Sales, and Engineering, to build strong relationships for overall customer satisfaction.

We're looking for someone that can be autonomous with owning the Customer Success practice as an individual contributor and eventually managing a team. The position is remote with an expected 50-60% travel requirement and has a salary range of $150k - $175k plus equity. With the majority of the customers and travel locations being on the West Coast, we're ideally looking for candidates located in the Pacific Time Zone, but will consider candidates located in other regions of the United States as well. 

Responsibilities

• Onboard: Enable and train new customers
• Adoption: Drive adoption through proactive outreach and meaningful data drive engagements
• Growth: Facilitate account expansion, renewal, and referenceability
• Support: Triage technical support inquiries, manage technical support escalations, partner with product and engineering teams
• Voice of the customer: Capture and aggregate direct voice of customer feedback
• Subject Matter Expert: Become a product and use case subject matter expert in DFR programs, operations, and public safety industry

Competencies

• Proven track record of driving implementation and adoption of new technology, experience with supporting software and hardware systems a plus
• Experience supporting products and services in high stakes environments
• Work cross functionally to identify and mitigate friction points in the customer experience
• Ability to aggregate and leverage available metrics to engage with customers in an impactful way
• Ability to work independently and collaboratively in a startup team environment

Bonus Experience

• Experience with UAS or related robotic applications
• Experience in GovTech Program Management or Customer Success
• Experience working with Public safety supporting City, State, or Federal level agencies 
• Experience working with UAS or robotics

Aerodome is at the forefront of creating transformative solutions for public safety, dedicated to positively impacting lives, and inventing the future. Our team thrives on intellectual honesty, continuous improvement, and a shared passion for innovation - all within a high-performance culture. We offer competitive salaries, equity options, and comprehensive benefits; including: excellent medical, vision, and dental coverage, unlimited PTO, and remote-friendly work arrangements. Join us on our journey to push the boundaries of technology and make a lasting impact on communities.