Director of Customer Success

Job Description

Job Description

Description:

Airspace Link is a post-Series B high-growth data and software startup based out of Newlab Innovation Hub at Michigan Central in Detroit. Offering Hybrid and fully Remote work options, we are an award-winning company of 50+ team members that focus on creating a place where people can thrive as engineers, data scientists, creative thinkers, and passionate innovators.

Our vision is to create a world where the safe integration of drones fuels human progress, the environment, and the economy. Partnered with the FAA, we work with state and local governments and commercial operators to enable the safe integration of drones into the national airspace and communities at scale through digital infrastructure, strategic partnerships and thought leadership.

Job Summary:

We are seeking a driven and experienced Director of Customer Success to join our growing team that specializes in selling enterprise SaaS software solutions to local government and state agencies (SLED). You will be responsible for executing a vision and strategic plan for the customer success department with a focus on driving product adoption and growth through gross renewals and net retention improvements. This role is ideal for someone with a player-coach mindset , who is comfortable rolling up their sleeves while also building scalable systems and a high-impact team over time. You will partner closely with sales, product, engineering, and support to ensure that every customer—whether a small municipality or a large commercial operator—is effectively onboarded, trained, supported, and guided toward long-term success and growth on our platform.

Duties and Responsibilities

• Establish and lead the customer success function at Airspace Link, including strategy, systems, onboarding, training, and retention initiatives.
• Serve as the primary point of contact post-sale for new customers, managing onboarding and training through to ongoing engagement.
• Develop a renewal strategy and implement proactive tactics to deliver high retention rates. Shift the current approach from reactive engagement toward structured success planning and long-term account health management.
• Manage customer journey frameworks that drive adoption, satisfaction, and product maturity.
• Proactively identify and communicate customer signals, success metrics, and usage data internally to inform sales, product, and marketing.
• Collaborate with the sales team to uncover and qualify expansion strategies, including warm handoffs to account executives when upsell opportunities are identified. Guide the team to uncover and qualify expansion opportunities by fostering trusted advisor relationships with stakeholders. Drive alignment around measurable customer objectives that directly support growth.
• Act as a trusted advisor to customers on how to get the most value from AirHub™ and align their operations with the evolving FAA UTM (Part 108) regulations.
• Escalate and resolve customer issues in collaboration with support and product teams to ensure timely and effective resolution.
• Work closely with leadership to build a scalable customer success model—including potential hiring of additional CSMs over time.
• Use performance data to prepare and deliver regular reports for senior and executive leadership. Drive a strong rhythm of accountability focused on churn mitigation, retention, and expansion enablement.
• Quickly become a product expert for Airspace Link solutions, delivering compelling demonstrations, presentations, and product briefings to customer stakeholders.
• Develop and maintain in-depth knowledge of local government trends, budget cycles, and regulatory changes that may impact current customer and sales opportunities.
• Maintain information security in designated function.

Travel Required: Up to 30%

Position Type: Full-Time, 40 hours a week

Status: Exempt

Location: Hybrid

Why Join Us?

• Impact : Work with pioneering drone technology and be part of the next era of digital infrastructure.
• Growth : Be part of a rapidly growing company with ample opportunities to grow professionally.
• Benefits & Equity : Competitive salary, commission structure, and benefits package, including stock options, health insurance, retirement plans, and paid time off.

• 7–10 years of experience in Customer Success or a similar client-facing role in a software, data, or hardware-enabled SaaS company.
• Experience working with public sector (government) clients, ideally alongside commercial clients.
• Prior experience building, scaling and exceeding quota of a customer success function in a high-growth environment.
• Deep customer orientation and obsession with delivering value, outcomes, and a positive customer experience.
• Strong cross-functional collaboration skills—able to serve as the connective tissue between sales, product, engineering, and support.
• Ability to think strategically while managing tactical execution.
• Outstanding communication and influencing skills; confident managing conversations with stakeholders ranging from technical users to executive sponsors.
• Familiarity with complex, technical products—experience in UAS, GIS, mobility, aviation, or related industries is a plus.
• Comfort working in ambiguity and iterating on processes to achieve scalable, repeatable success.
• A bachelor’s degree in Business, Information Systems, Aviation, Urban Technology, or related field (technical education or background a plus).