Customer Success Manager

Blue Voice Inc. is an innovative seed-stage startup in the AI and public safety space. As the first Customer Success Manager, you will ensure that law enforcement and first responder departments maximize the value of our platform by fostering relationships, driving adoption, and delivering exceptional user experiences.

Responsibilities:

• User Engagement & Adoption: Monitor user engagement and department health metrics, building tailored initiatives to boost adoption and retention
• Relationship Building: Build strong relationships with department administrators and users, ensuring they feel supported and confident in using the platform effectively
• Issue Resolution: Identify and address issues, such as broken workflows or user challenges, by coordinating with internal teams to resolve them promptly
• Communication: Create and share regular updates, feature announcements, and instructional materials to keep users informed and engaged
• Feedback Collection: Gather feedback from administrators and officers through calls, surveys, and focus groups, using insights to guide product improvements and ensure department success
• You will create and track all metrics and specifically SaaS metrics. At a minimum, daily active users, monthly active users, number of agencies, department demographics, (Size, Location, etc), Expansion MRR/ARR, customer churn MRR/ARR, and in the future NPS or customer engagement scores

Requirements:

• Bachelor's degree or equivalent work experience in customer success, account management, or related fields
• 3+ years of experience in customer success, support, or related roles, ideally in SaaS or GovTech environments
• Strong project management skills with the ability to juggle multiple tasks and competing priorities
• Excellent written and verbal communication skills, with the ability to engage effectively with diverse audiences
• Able to quantitatively analyze user data and customer trends and draw insightful conclusions and translate them into actionable engagement plans
• Familiarity with tools like Amplitude, Slack, Wix, and Loom, or demonstrated ability to learn new tools quickly
• Open to travel and meeting customers in person to foster strong relationships and conduct success functions
• Previous experience in management consulting, GovTech, or related industries
• Experience working in early-stage startups and thriving in a fast-paced, dynamic environment
• Strong understanding of customer success best practices, including onboarding, retention, and engagement strategies
• Experience coordinating with engineering and product teams for feature tracking and implementation
• Familiarity with email marketing tools and crafting clear, engaging user communications