Customer Success Manager

Apto; Town of Florida (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading school safety software company is seeking a Customer Success Manager to enhance customer experience and drive adoption. The ideal candidate will have 3-5 years of experience, exceptional relationship-building skills, and a customer-centric attitude. This remote position is open to candidates based in Florida, offering a flexible work environment and a comprehensive benefits package.

Benefits

Flexible paid time off

Paid parental leave

Workplace flexibility

Affordable health coverage

401(k) employer contribution

Company-paid life insurance

Qualifications

• 3-5 years of experience in a customer success role.
• Outstanding relationship and rapport-building abilities.
• Excellent verbal and written communication skills.
• Professional and dependable in a high-volume environment.
• Self-starter with strong organizational skills.
• Willing to travel at least 25% to visit accounts.

Responsibilities

• Drive customer success as the first point of contact.
• Monitor overall client utilization and success.
• Provide ongoing service and support.
• Track and improve churn rate and satisfaction scores.
• Build relationships with key influencers within accounts.

Skills

Relationship building

Communication skills

Problem-solving skills

Organizational skills

Self-starter

Troubleshooting

Tools

Microsoft Word

Microsoft Excel

Salesforce

Gainsight

Job description

Overview

Raptor has partnered with more than 60,000 schools in 55 countries, and supports integrated visitor, volunteer, attendance, dismissal, emergency management, and safeguarding software and services for school safety. We are committed to protecting every child, every school, every day.

About the Role

The Customer Success Manager is responsible for providing a premier customer experience for our existing client base throughout the customer journey, including adoption, expansion, advocacy, and retention. The Customer Success Manager will work closely with the sales counterpart, Technical Support, and the Professional Services team to ensure clients are supported and informed. This is a remote position for candidates living in Florida.

Responsibilities

• Drive customer success as the first point of contact for customers in named accounts
• Monitor overall client utilization and success
• Provide ongoing service and support while managing expectations and implementing action plans; take ownership of issues and partner with the appropriate teams to drive resolution
• Track and improve churn rate and satisfaction scores in assigned accounts
• Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities
• Build relationships with key influencers within each account to increase overall satisfaction
• Educate clients on solutions available and upgrades that align with their goals and priorities
• Maintain in-depth knowledge of products and stay up to date with product releases
• Protect business with current partners to reduce likelihood of switching to competitors
• Other relevant projects as needed

Qualifications

• Approximately 3–5 years of experience in a customer success role
• Outstanding relationship and rapport-building abilities
• Excellent verbal and written communication, presentation, and problem-solving skills
• Professional, dependable, and capable of performing in a high-volume environment with a customer-centric attitude
• Self-starter with strong organizational and time management skills; able to handle multiple priorities with demanding timeframes
• Willingness and ability to work flexible hours
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook; Salesforce and Gainsight experience is a plus
• Strong troubleshooting skills with a logical, systematic approach
• Willing to travel at least 25% to visit accounts
• Located in Florida

What's in it for you?

You join the gold standard in school safety software and will be part of a company where innovation and customer collaboration drive product development to keep kids safe.

You will work with diverse teams and have access to mentorship and leadership that support career advancement.

You will have access to a robust benefits package and remote-first culture, including:

• Remote-first philosophy
• Flexible paid time off
• Paid parental leave
• 11 paid holidays per year
• Workplace flexibility
• Affordable health coverage (medical, dental, vision) with employee-only coverage paid 100%
• 401(k) employer contribution
• Company-paid life insurance, short-term and long-term disability

If you are a resident of California, Colorado, New Jersey, New York, or Washington, please contact [e-mail] for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered may be higher or lower based on experience, location, and other non-discriminatory criteria. This range will be reviewed regularly.

Raptor Technologies is an Equal Opportunity Employer, providing equal employment opportunities to all applicants and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by law.