Customer Success Manager, DFR

About this role

About BRINC:
At BRINC, we are redefining public safety with an innovative ecosystem of life-saving tools. Our journey started with the development of drones and ruggedized throw phones, designed to access unsafe areas and establish communication to de-escalate situations. Today, we've expanded into creating and deploying 911 response networks, where drones are dispatched to 911 calls to provide real-time visual data, enhancing safety and enabling de-escalation-focused responses. Our cutting-edge solutions are utilized by over 600 public safety agencies across America and the company has raised over $150M from investors, including Index Ventures, Motorola Solutions, Sam Altman, Dylan Field, Mike Volpe, Alexandr Wang and more. At BRINC, we are committed to recruiting the world's best talent to join us in our mission to support first responders in saving lives.


The Customer Success Manager, DFR is a high-touch, enterprise-level account owner responsible for managing ~20–25 strategic Drone as First Responder (DFR) customers, each representing $500K+ in annual recurring revenue (ARR).


This role is focused on renewals, expansion, adoption, and stakeholder engagement for BRINC’s most critical public safety and enterprise accounts. The DFR CSM will act as the primary relationship manager for DFR stakeholders, coordinate closely with Post-Sales Engineers for go-lives and technical escalations, and drive measurable results through proactive planning, executive-level communication, and operational excellence.


You will be instrumental in trial-to-renewal conversion for BRINC’s Year 1 free-trial DFR customers, directly impacting market share and ARR growth.


Key Responsibilities:

- Own and manage a portfolio of ~20–25 strategic DFR accounts, each valued at $500K+.
- Serve as the primary relationship owner for executive, operational, and technical stakeholders.
- Lead Executive QBRs, SLA reviews, and renewal strategy sessions with decision-makers.
...