The Customer Success Engineer, Scaled owns the demos, trials, onboarding flows, and Academy programs that power DroneDeploy’s High Velocity (HV) and Scaled motions. You’ll turn recurring customer patterns into repeatable assets and workflows so Sales, Renewals, and Customer Success can drive fast, consistent value realization and strong NRR across a broad portfolio of customers.
You’ll sit in the unified Solutions team under Customer Experience, working closely with HV reps, Renewals managers, CSMs, Product, and Support, with a clear focus on scaled enablement, time-to-first-value, and renewal/expansion support for long-tail accounts.
Remote, U.S.-based, collaborating primarily across CST/EST time zones.
~20–25% U.S. travel (e.g., ~2 trips/month, ~2 days each) for trainings, onsite workshops, conferences, and internal events.
Daily use of AI tools (e.g., Glean), CRM, LMS/CMS, analytics, and collaboration platforms.
Own and iterate DroneDeploy Academy for HV and Scaled segments, including persona-based learning paths, certifications, and short courses tied to core use cases.
Build and maintain scalable enablement assets (demo scripts, micro-demo videos, evaluation kits, ROI templates, playbooks) that GTM teams can run without live SE support.
Run recurring webinars, office hours, and workshops for customers and GTM teams, and reuse recordings and materials in self-serve channels.
Partner with Renewals leadership and managers to standardize health checks, QBR/EBR narratives, and expansion plays for the Scaled book of business.
Support selected HV opportunities with focused solution demos and simple, outcome-oriented evaluation plans, and document patterns that can be reused across similar deals.
Develop deep product and workflow expertise across Unified Aerial/Ground, Automation (docks/robotics), and Intelligence/AI products, plus recommended hardware and integrations, and reflect that expertise in all enablement content.
Use CRM, LMS/CMS, product/usage analytics, and AI-generated insights to prioritize, measure, and refine scaled programs based on impact.
Collaborate closely with CSEs, SEs, CSMs, Product, Support, and PMM to keep content current, aligned with field feedback, and integrated into new product and campaign launches.
Bachelor’s degree in Engineering or a related technical field, or equivalent hands-on B2B SaaS experience.
3+ years in Solutions Engineering, Customer Success Engineering, Sales Enablement, or similar program/operations roles.
Demonstrated experience designing and running scaled enablement or Academy-style programs, including curriculum design, content creation, launch, and measurement.
Ability to map customer use cases to product capabilities and design simple, outcome-focused demos, evaluations, and playbooks.
Strong written and verbal communication skills, including presenting to field users, GTM teams, and executive stakeholders.
Experience working with CRM, LMS/CMS, analytics, and collaboration tools in a SaaS environment.
Background in construction/AEC, reality capture, or similar technical workflows (e.g., drones, 360 capture, site documentation) strongly preferred.
Familiarity with tools like Procore, Autodesk, or similar ecosystems is a plus.
Able to obtain a Part 107 UAV license within 90 days of start (preferred) and travel ~20–25% within the U.S.
High leverage: Your work (Academy, demos, playbooks) touches hundreds of customers and directly influences NRR, adoption, and HV win-rates.
Clear scope and ownership: You are the go-to owner for HV/Scaled demos, trials, onboarding patterns, and Academy strategy for these segments.
Strong team environment: Join a collaborative CSE & Solutions org that shares context and assets and partners tightly with CSMs, Renewals, and SEs.
Career growth: This P3 role has a clear path into Senior CSE, solutions architecture, or product-adjacent roles as you expand your impact and scope.
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