Customer Success Manager

Key Responsibilities:

Customer Onboarding & Implementation:

• Lead the onboarding process for new customers, ensuring smooth and successful deployment of products (e.g., PoC devices, body cameras).
• Provide initial training to customers, ensuring they understand key product features and best practices for use.

Customer Engagement & Relationship Building:

• Develop and maintain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing support and guidance.
• Regularly check in with customers to assess product usage, gather feedback, and ensure customer success.

Proactive Account Management:

• Proactively monitor customer health to identify at-risk customers and take action to prevent churn.
• Ensure customers fully realize the value of the product by offering training, resources, and best practices tailored to their needs.

Customer Advocacy:

• Serve as the voice of the customer within the company, providing feedback and insights to the product and engineering teams for product enhancements and development.
• Advocate for customers’ needs in ongoing conversations with sales and product teams.

Problem Resolution:

• Address and resolve any customer issues or escalations in a timely and efficient manner.
• Work closely with the after-sales support team to ensure issues are resolved and product performance meets customer expectations.

Renewals & Upsell Opportunities:

• Collaborate with the sales team to ensure timely contract renewals and AMC and help identify opportunities for upselling or cross-selling additional products or services.
• Support the negotiation process for renewal contracts and facilitate the expansion of customer relationships.

Customer Success Reporting:

• Track key metrics and KPIs and provide regular reports on customer success and product performance.
• Use data to track account health, customer satisfaction, and areas for improvement.

Training & Enablement:

• Develop and deliver training sessions, webinars, or workshops for customers, helping them better utilize the product.
• Create and maintain customer success documentation, including user guides, FAQs, and best practice resources.

Continuous Improvement:

• Contribute to the development and enhancement of the customer success process, tools, and strategies to improve customer experience and retention.
• Stay informed about industry trends, competitor offerings, and product innovations to advise customers and ensure they stay ahead.

Candidate Requirements:

Education & Experience:

• Bachelor’s degree in Business, Communication, Engineering, or related field (or equivalent work experience).
• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within B2B environments, preferably in technology, communications, or security sectors.
• Experience with mission-critical solutions, such as PMR communications, body cameras, or IoT products, is a plus.

Skills & Competencies:

• Customer-Centric Mindset: Passionate about helping customers succeed and building long-term relationships.
• Problem-Solving: Ability to handle customer issues and product challenges with a solutions-oriented approach.
• Communication Skills: Excellent written and verbal communication skills. Ability to clearly explain complex technical concepts to non-technical users.
• Project Management: Strong organizational skills with the ability to manage multiple accounts and tasks simultaneously.
• Data-Driven: Comfortable analyzing data to track product adoption, customer health, and identify areas for improvement.
• Product Knowledge: Ability to quickly become an expert on the company’s products and how they fit into customer use cases.
• Tech-Savvy: Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Zendesk).
• Adaptability: Ability to adapt to evolving customer needs and a fast-paced, dynamic work environment.
• Collaboration: Ability to work cross-functionally with sales, support, and product teams to ensure customer success.

Preferred Experience:

• Experience in the public safety, logistics, or security industries is a strong advantage.
• Experience managing enterprise-level accounts and handling large, complex client relationships.

Key Traits:

• Empathy: A genuine desire to understand and help customers.
• Proactive: Always anticipating the customer’s needs and challenges.
• Accountability: A self-starter who can work independently while collaborating with cross-functional teams.
• Relationship-Oriented: Ability to connect with people at various levels, from technical users to executive decision-makers.