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 Thrives in a fast-paced, high-growth startup environment Able to lead teams through ambiguity and change Quick learner with strong technical aptitude Direct experience supporting the 911 ecosystem (nice to have)

Lead, mentor, and coach a high-performing team of Customer Success Managers. Establish clear performance expectations, KPIs, and development plans. Provide guidance on complex customer scenarios. Own and operationalize the strategy for customer retention, growth, and value realization. Design, refine, and scale processes, playbooks, and frameworks 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 high-complexity customer issues. Maintain visibility into the health of top accounts and intervene strategically. 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 with Implementation/Support on lifecycle transitions. Oversee customer usage, adoption, and health metric tracking. Lead quarterly customer reviews, internal business reviews, and reporting. 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 guiding customers to leverage solutions. Promote best practices to help customers achieve measurable improvements.