Senior Manager, Customer Success

7–10+ years of experience in customer success, account management, or a related field. At least 3 years directly managing or leading CSM teams. Proven experience owning retention, expansion, and customer health metrics at scale. Ideally within SaaS or public safety technology. Exceptional verbal and written communication skills. Ability to influence decisions across all levels of the organization. Comfortable presenting to executives, customers, and cross-functional partners. Strong ability to design scalable processes. Analyze data and turn insights into actionable strategy. Adept at balancing short-term problem-solving with long-term planning and team development. Demonstrated success cultivating relationships with key customer stakeholders, decision-makers, and operational leaders. Thrives in a fast-paced, high-growth startup environment. Able to lead teams through ambiguity and change. Quick learner with strong technical aptitude. Nice to have: direct experience supporting the 911 ecosystem.

Lead, mentor, and coach a team of Customer Success Managers. Establish performance expectations, KPIs, and development plans for CSMs. Own and operationalize the strategy for customer retention, growth, and value realization. Design, refine, and scale processes and playbooks for CSM engagement. Partner with leadership to forecast retention, expansion, and customer health metrics. Ensure CSMs build deep, trusted relationships with key customer stakeholders. Support escalation management for complex customer issues. Act as a senior advocate for the customer within Product, Engineering, Support, and GTM teams. Influence product roadmap decisions by synthesizing customer insights. Partner with Sales on expansion strategy and Implementation/Support on lifecycle transitions. Oversee customer usage, adoption, and health metric tracking. Lead quarterly customer reviews and internal business reviews. Strengthen risk mitigation strategies and standardize early-warning signals for churn. Drive strategies that increase customer retention, satisfaction, and expansion opportunities. Ensure CSMs are platform experts who guide customers to leverage Prepared’s solutions. Promote best practices that help customers achieve measurable improvements.