Senior Customer Success Manager, NE, ND, IL, IN, MO, PA

Role Overview

• Be responsible for proactively driving adoption, product utilization, retention, and customer satisfaction, developing customers into advocates across all accounts.
• Success of this role is defined by the customer deriving continuous value from RapidDeploy products and working with key executives to plan for a successful, long-term and fruitful relationship.
• CSMs will also be responsible for tracking and securing customer renewals as part of long-term customer relationship management activities.
• In this role, you will closely partner with Delivery (Project Management and Implementation), Support, Account Management, Product and work cross-departmentally to help identify expansion opportunities.

Requirements

• 5+ years of experience in a Customer Success, Account Management, customer-facing role, or leadership in public safety environments
• Demonstrated track record of successfully managing complex customer relationships in a SaaS environment
• Proven track record of cross-functional collaboration and experience in change management, training, project management, planning, and process improvement/business transformation
• Solid understanding of cloud computing, enterprise SaaS software, data analytics, and technology in general
• Passion for using technology to make a difference in people’s lives and ideally some exposure or personal interest in emergency services and Public Safety
• Working knowledge of Customer Success KPIs and metrics
• Experience with Salesforce.com, HubSpot, and/or Gainsight
• Experience working for an innovative and fast-growing tech company or direct experience working in a public safety agency leveraging modern technology to support daily operations
• Demonstrated creativity with customer engagement and problem solving
• Ability to proactively listen and communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and can empathetically communicate customers’ pain-points to internal RapidDeploy teams
• Possess an ability to interact with senior leadership to define and execute customer engagement strategies and drive ROI in terms of retention and utilization
• Self-motivated, energetic, proactive team player with innovative ideas, diplomacy, and tact
• Poise under pressure, thrives in a multi-tasking environment, and can adjust priorities on-the-fly.

Tech Stack

• Cloud
• SFDC

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave