Customer Success Manager (CSM) (EMEA & APAC)

Company Overview : Dedrone is the world's most trusted smart airspace security company. Hundreds of commercial, government and military customers around the world rely on Dedrone's comprehensive, command and control (C2) solution to protect against the persistent and escalating threat from drones while enabling "good" drones to fly. By leveraging AI/ML, Dedrone is the only solution that provides continuous, autonomous interrogation and verification of drones that enables both multi-sensor and multi-mitigation options onto a single fused "pane-of-glass". Whether on-premise / air-gapped or in the cloud, Dedrone customers can easily detect, track, identify, analyze, and mitigate drone threats.

Responsibilities:

Customer Engagement & Relationship Management

• Ensuring our customers maximise the value of Dedrone by Axon's solutions, drive product adoption, and maintain strong relationships that lead to long-term success.
• Serve as the trusted advisor for enterprise and government clients, ensuring they achieve their airspace security goals.
• Develop and execute tailored success plans to drive product adoption and maximise ROI.
• Establish strong, long-term relationships with key stakeholders, including security teams, IT leaders, and executives.
• Conduct regular business reviews to measure success and identify opportunities for growth.

Onboarding & Training

• Lead smooth customer onboarding, ensuring technical teams and end users are well-trained on Dedrone by Axon's platform.
• Develop and deliver training sessions, documentation, and best practices to improve product usage.

Retention & Expansion

• Drive customer retention by proactively identifying risks and implementing mitigation strategies.
• Work closely with Sales to identify expansion opportunities and upsell additional services and capabilities.
• Advocate for customers internally, collaborating with product and engineering teams to drive feature requests and improvements.

Data-Driven Insights & Reporting

• Analyse customer usage data to identify trends, adoption gaps, and areas for improvement and expansion.
• Provide strategic recommendations to customers on optimising their adoption of Dedrone by Axon's solutions.

Qualifications :

• 5+ years of experience in Customer Success, Account, Operations and Project Management, or related roles in SaaS, cybersecurity, or physical security industries.
• Strong background in managing enterprise and government clients and projects, preferably in defence, critical infrastructure, public safety or national security sectors.
• Experience with software solutions, security platforms, or airspace security / drone technology is beneficial.
• Proven track record of driving adoption, retention, and expansion in a B2B SaaS environment.
• Proven track record of leading process improvements within large organisations.
• Strong technical acumen and ability to communicate complex security solutions to both technical and non-technical stakeholders.
• Excellent presentation, negotiation, and relationship-building skills.
• Ability to work cross-functionally with sales, product, operations and engineering teams.
• Self-motivated, team-orientated, responsible, and focussed on exceeding customer expectations.
• Willingness to travel as needed for customer meetings and industry events.

Don't meet every single requirement? That's ok. At Dedrone, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. Dedrone is committed to the well-being and safety of its employees as well as Dedrone's impact on the environment. All Dedrone employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Dedrone employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We're committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com .