Senior Customer Success Manager - Remote

Overview

We’re looking for a Technical Customer Success Manager (CSM) to join our team and deliver exceptional post-implementation experiences for our customers. This role is a critical bridge between the initial go-live and long-term success, focused on helping customers adopt and expand their use of our solution over a dedicated 3-month engagement period.

In Short

• Engage with new post-implementation customers to drive early success and product adoption during their first 90 days.
• Assess each customer’s progress toward their initial use case and help course-correct when needed.
• Identify opportunities to expand customer usage across the solution’s full capabilities.
• Serve as a technical advisor, deepening customer understanding of key features and best practices.
• Coordinate cross-functional resources to support customer needs and resolve issues.
• Maintain high-quality touchpoints and manage a large portfolio of customers effectively (~30 per month).
• Track and report on customer milestones and progress toward success goals.
• Provide feedback to internal teams on product improvements and customer insights.
• Own the adoption and success of designated strategic solutions.
• Communicate “voice of the customer” feedback to management for strategic initiatives.

Requirements

• 3+ years of experience in a SaaS customer-facing technical role.
• Strong technical acumen and ability to understand complex solutions.
• Exceptional communication skills, both written and verbal.
• Proven ability to manage a high volume of engagements simultaneously.
• Customer-first mindset with a proactive approach to problem-solving.
• Collaborative and adaptable team player with cross-functional experience.
• Resilient and self-motivated with integrity and accountability.
• Strong interpersonal skills and professionalism.
• Bachelor’s degree in Computer Sciences, Public Safety, or related field.

Benefits

• Opportunity to work with a dynamic team and impact customer success.
• Engaging work environment focused on growth and innovation.
• Professional development opportunities.
• Flexible work arrangements and supportive company culture.