Customer Success Manager - Americas

PIX4D is seeking a talented Customer Success Manager to manage the Customer Success and Support functions across the Americas. You will be a member and leader within PIX4D’s dynamic team supporting current and future Customers and Resellers across North and South America.

As the Customer Success Manager at PIX4D, you are the primary steward of our client relationships across the Americas, leading a team of 3 CS Specialists across the Americas.  You will bridge the gap between our technology solutions and tangible business ROI.  This is a high-impact, commercial, and consultative position where you and your team will own the health, retention, and expansion of a diverse book of business.

Key Responsibilities:

Strategic Adoption & Lifecycle Management

• Onboarding Excellence: Lead the transition from pre-sales to sale to implementation, ensuring customers realize value quickly within the PIX4D ecosystem (PIX4Dfields, PIX4Dmatic, PIX4Dcatch, PIX4Dcloud, etc.).
• Trusted Advisor Status: Serve as a subject matter expert in photogrammetry and GIS workflows, helping customers translate raw drone/terrestrial data into actionable 2D/3D deliverables.
• Product Advocacy: Lead roadmap reviews and proactively educate users on under-utilized features to deepen platform stickiness.

Retention & Commercial Growth

• Net Retention Ownership: Ensure that CS & Sales coordination during the renewal cycle is an ongoing effort, while constantly identifying expansion opportunities.  You and your team are key factors in mitigating churn and driving upsells/cross-sells within the customer base.
• Success Planning: Ensure CS & Sales is coordinating and executing Quarterly Business Reviews (QBRs) for enterprise clients and resellers, defining KPIs and mapping PIX4D’s capabilities to the client’s long-term business goals.
• Risk Mitigation: Drive the team to monitor account health metrics (logins, processing volume, license utilization) to intervene before a renewal is at risk.

Cross-Functional Collaboration

• Voice of the Customer: Act as the internal advocate for the Americas market, funneling product feedback to Engineering and Product teams to influence the future of the ecosystem.
• Customer-First Coordination: Work closely with the Training & Education team to deliver ongoing external webinars and in-person training sessions.
• Data Integrity: Ensure accurate records of customer health and interactions within HubSpot are kept by all Support/Success functions.