Customer Success Manager

911Cellular Technologies; Cleveland (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

A prominent safety communications company is seeking a Client Success Manager in Cleveland, Ohio. The role involves managing client relationships, providing technical support, and optimizing resource usage. Ideal candidates will have 3-5+ years in customer success, preferably in SaaS, along with strong technical proficiency in CRM tools. The position offers an opportunity to enhance client satisfaction through effective communication and resource management.

Qualifications

• 3-5+ years in Customer Success or Account Management, preferably in SaaS.
• Experience with high-volume customer support across various sectors.
• Hands-on CRM experience, particularly with HubSpot.

Responsibilities

• Act as primary point of contact, ensuring ease of use of solutions.
• Resolve client issues rapidly and efficiently.
• Manage the Knowledge Base and author monthly newsletters.

Skills

Customer Success

Technical Adaptability

Problem-Solving

Communication

Documentation

Education

Bachelor’s degree or equivalent practical experience

Tools

HubSpot

Google Suite

Job description

911Cellular Technologies leads the safety communications industry with cutting-edge, NIST-tested panic buttons and emergency notification systems. We are committed to saving lives and providing accessible, reliable safety technology to hospitals, educational institutions, businesses, and municipalities across the United States. Our innovative solutions enhance organizational efficiency by offering seamless communication tools across various platforms. We empower organizations and their communities by delivering peace of mind for both leaders and end users.

Position Summary

We are looking for a Client Success Manager to join our team. Success in this role requires hands-on learning and technical adaptability, applying knowledge across hardware, software, and internal systems used in mission-critical scenarios. You will prioritize responsiveness and credibility to maintain a seamless support flow across a high-volume, diverse client base. Beyond direct support, you will proactively manage our Resource Stack—including the Knowledge Base, release notes, and monthly newsletters—driving system optimization and ensuringease of use through clear, accessible documentation.

Client Support

• Maintain a strong working mastery of the full 911Cellular ecosystem, including hardware, software features, integrations, configuration options, reporting capabilities, and best-practice use cases across safety-critical environments.
• Act as the primary technical point of contact, ensuring every interaction reinforces the reliability and ease of use of our solutions.
• Manage a high-volume flow of hardware, software, and system-related inquiries with a focus on rapid, credible resolution.
• Exercise sound judgment to triage diverse client issues, ensuring high-stakes scenarios receive immediate and expert attention.
• Conduct hands-on troubleshooting to resolve complexities across integrated hardware and internal software systems.
• Identify recurring technical trends and friction points to suggest improvements that enhance the overall platform experience.
• Maintain accurate, timely documentation of all interactions and outcomes within HubSpot.

Resource Management

• Lead the end-to-end creation and maintenance of the Knowledge Base, ensuring all technical guides are accurate and current.
• Author Monthly Newsletters to keep a diverse client base informed of value-based news and platform best practices.
• Host Lunch & Learns and Produce Video Tutorials to drive platform adoption and user proficiency.
• Utilize Loom and Scribe to transform complex technical resolutions into clear, accessible video and step-by-step tutorials.
• Translate internal technical updates from the development team into user-friendly content that reinforces platform credibility.
• Stay current on platform updates and releases, proactively educating customers on changes that impact their workflows, outcomes, or safety operations.
• Guide customers in expanding or optimizing their product usage as their needs evolve, helping them understand when additional features or services may improve outcomes.

Experience & Requirements

• Experience: 3-5+ years of experience in Customer Success, Account Management, or a high-volume customer-facing role (SaaS experience preferred). Experience supporting a high volume of customers across multiple verticals, such as public-sector, healthcare, or other safety-focused or government-funded organizations.
• Technical Proficiency: Hands-on experience with HubSpot (or similar CRM) and Google Suite.
• Professionalism: Consistent attendance, punctuality, and a professional appearance for client-facing interactions.

Education

Bachelor’s degree or equivalent practical experience preferred.