Customer Success Manager

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