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Customer Success Manager
2 months ago
Mission and Outcomes
The Customer Success Manager is accountable to drive all aspects of implementation, adoption, renewal, expansion, and reference-ability for our Public Safety customers. Additionally, Customer Success Managers are responsible to act as a bridge between our customers and Product and Engineering teams.
This is an individual contributor role, reporting to the Head of Customer Success, with up to 40% travel requirement. This role has a salary range of $100k - $125k base salary plus equity.
Responsibilities
Onboard: Enable and train new customers
Adoption: Drive adoption through proactive outreach and meaningful data drive engagements
Growth: Facilitate account expansion, renewal, and referenceability
Support: Triage technical support inquiries, manage technical support escalations, partner with product and engineering teams
Voice of the customer: Capture and aggregate direct voice of customer feedback
Subject Matter Expert: Become a product and use case subject matter expert in DFR programs, operations, and public safety industry
Competencies
Proven track record of supporting City, State, or Federal level agencies
Proven track record of driving implementation and adoption of new technology
Experience with UAS or related robotic applications
Work cross functionally to identify and mitigate friction points in the customer experience
Ability to aggregate and leverage available metrics to engage with customers in an impactful way
Ability to work independently and collaboratively in a startup team environment
4+ years experience in GovTech Program Management or Customer Success
2+ years experience working with Public safety
2+ years experience working with UAS or robotics
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