Customer Success Manager

LETS Corporation develops specialized communication technology for law enforcement and investigative units across the United States. They are seeking a proactive Customer Success Manager to build strong relationships with client agencies and coordinate the post-sale customer lifecycle to drive long-term retention.

Responsibilities:

• Guide new agencies through account setup, role/permission configurations, mobile settings, and initial deployment best practices
• Partner with Sales during evaluation phases to deliver onboarding and triage user questions to ensure effective agency trials
• Conduct live web-based trainings for initial rollouts, feature updates, and agency re-trainings following team turnover or command changes
• Execute structured outreach (calls and emails) to assess account activity, review feature adoption, and address operational concerns
• Build multi-level relationships within agencies, bridging the gap between operational end-users (negotiators, investigators) and administrative stakeholders (command staff, IT, procurement)
• Identify satisfied power users and cultivate relationships for regional peer references, testimonials, and case studies
• Coordinate standard renewal quotes and budget updates in alignment with Sales and Operations ahead of municipal budget deadlines
• Field incoming tier-1 support questions—helping users troubleshoot basic configuration errors, device/carrier settings, and account permissions—and escalate technical defects to Engineering
• Uncover account expansion opportunities (additional user licenses, hardware units, or product modules) and hand off leads to the Sales team
• Maintain Zoho CRM as the primary system of record, logging all customer interactions, key agency contacts, contract milestones, and support notes
• Utilize Google Workspace for internal documentation, account scheduling, and customer communications
• Preserve detailed agency histories so relationship continuity is maintained regardless of internal or agency staffing changes

Requirements:

• 3+ years in Customer Success, Technical Account Management, or Client Services
• Familiarity with government purchasing, purchase order workflows, municipal budget timelines, and multi-stakeholder approval chains
• Ability to master mobile/desktop software applications, account permission structures, and basic cellular/hardware troubleshooting
• Proficiency with Zoho CRM (or equivalent enterprise CRMs) and Google Workspace
• Strong verbal and written communication skills with the credibility to interact professionally with command staff, tactical operators, and city procurement officers
• Demonstrated ability to manage a broad portfolio of agency accounts and maintain diligent documentation in CRM
• Experience in B2B SaaS, GovTech, public safety, or complex hardware/software solutions