Job Description
About Us:
We are a rapidly growing technology company dedicated to creating safer communities through innovative solutions. Our all-in-one platform combines cutting-edge technology with community collaboration to reduce crime and enhance public safety. With substantial backing from leading venture capital firms, we're on a mission to make a significant impact on crime reduction across the United States.
The Opportunity:
We're seeking an experienced Customer Success Manager to join our Major Account Success Team. In this role, you'll be a trusted advisor to some of the largest law enforcement agencies in America, delivering exceptional value and experiences to our most strategic customers.
This is a fully remote position with occasional travel to visit customers in person. The ideal candidate will excel in time management, multitasking, critical thinking, and building strong relationships. You'll need to take ownership of projects from start to finish, possess a passion for solving customer problems, and communicate effectively in every interaction.
Key Responsibilities:
- Strategically partner with and deliver value to 50-60 of our largest and most influential customers
- Drive Net Revenue Retention through proactive engagement and expansion efforts
- Ensure early product adoption through in-person training, optimization calls, and best practice sharing
- Build relationships with multiple stakeholders within each customer department
- Create enthusiastic promoters of our product and drive growth through referrals
- Act as an internal customer champion, providing actionable feedback to various teams
- Translate complex software functionality into easily understandable terms for customers
Qualifications:
- 5+ years of experience in customer success or account management, preferably in a SaaS environment
- Proven ability to build and manage relationships, both internally and externally
- Skilled in de-escalation management and navigating challenging conversations
- Highly adaptable with a solutions-oriented mindset
- Excellent communication skills, both technical and non-technical
- Diplomatic, tactful, and poised under pressure
- Strong follow-through and ability to self-manage multiple tasks and projects
- Passionate about customer success and driving mutually beneficial results
- Team player who contributes positively to overall team morale and company culture
- Willingness to travel as needed
What We Offer:
- Competitive salary range: $100,000 to $135,000 per year
- Equity compensation
- Comprehensive benefits package including medical, dental, and vision coverage
- Flexible PTO policy, plus 11 company holidays and your birthday off
- 16 weeks of paid leave for primary caregivers, 12 weeks for secondary caregivers
- Fertility and family benefits, including adoption and surrogacy support
- Mental health and caregiver support programs
- Employee Resource Groups to foster inclusion and belonging
- Professional development opportunities and learning stipend
- Work-from-home and home office stipends
- Pet insurance
Your First 90 Days:
We believe in setting clear expectations and goals. Here's a preview of what your first 90 days might look like:
First 30 Days:
- Complete comprehensive onboarding and meet key team members
- Gain proficiency in our tools and processes
- Complete product certifications and prepare for initial mock success calls
60 Days:
- Conduct your first success and training calls
- Review and transition into your book of business
- Develop a deep understanding of your accounts
90 Days and Beyond:
- Fully manage your book of business and drive positive results
- Contribute to team discussions and provide feedback on initiatives
- Establish yourself as a peer leader within the Customer Success team
We are an equal opportunity employer committed to fostering a diverse, inclusive, and collaborative environment. We celebrate different backgrounds and welcome everyone to apply. If you require any accommodations during the application process, please don't hesitate to let us know.
Join us in our mission to create safer communities and shape the future of public safety technology!
Employment Type: Full-Time
Salary: $ 100,000.00 135,000.00 Per Year
Job Tags
Holiday work, Full time, Work from home, Home office, Flexible hours,