Customer Success Manager - DroneSense

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we've built an ecosystem of intuitive tools for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you'll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you're passionate about making a meaningful difference, we'd love to hear from you.

The CSM plays a critical role in customer retention, operational success, and long‑term account growth. This position serves as a trusted advisor and subject matter expert for public safety agencies, supporting the successful deployment, adoption, and expansion of Drone Sense solutions. The role requires strong technical, operational, and regulatory knowledge of public safety UAS programs, including DFR operations and FAA regulatory frameworks.

The CSM works closely with Sales, Engineering, Product, and Support teams to ensure a best‑in‑class customer experience.

• Partner with regional Account Executives to support customer retention, renewals, and territory growth.
• Serve as a technical and operational subject matter expert for Drone Sense customers, with emphasis on DFR and tactical drone operations.
• Deliver customized product demonstrations, Fly Days, and operational showcases for current and prospective public safety agencies.
• Conduct virtual and on‑site customer onboarding, training, and account setup to ensure successful adoption.
• Strategically manage accounts approaching renewal to drive satisfaction, expansion, and long‑term value.
• Represent Drone Sense by Versaterm at conferences, Fly Days, trainings, and customer workshops.
• Act as the voice of the customer by gathering operational feedback and partnering with Engineering and Product teams to inform roadmap priorities.
• Stay current on FAA regulations including Part 107, Part 91 Public Aircraft Operations, COWs, COAs, and BVLOS frameworks.
• Support agencies in navigating regulatory pathways and advancing compliant, scalable drone programs.

• 3+ years of experience as a Customer Success Manager in a SaaS environment.
• 3+ years of experience supporting public safety or first responder organizations.
• 3+ years of experience in UAS operations, technical sales, or support engineering.
• Strong working knowledge of DFR program design and FAA regulatory requirements for VLOS and BVLOS operations.
• Ability to clearly communicate complex technical and regulatory concepts to diverse audiences.
• Self‑starter with the ability to operate independently and collaboratively.
• Experience with CRM platforms such as Salesforce or Hub Spot (preferred).
• Willingness to travel to support customer and operational needs up to 40%.

• Prior experience with Drone Sense.
• Direct experience supporting DFR programs or obtaining FAA COW/COA approvals.
• FAA Part 107 certification and operational flight experience.
• Experience with ground‑based Detect and Avoid (DAA) sensors.
• Background in public safety, emergency response, or defense environments.
• Experience supporting drone‑related SaaS platforms.

Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.

Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier‑free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact