Customer Success Manager I, Regional

Swooped; United States; Remote; USD 119,000 - 149,000; Full time

Job summary

A leading technology company is seeking a Customer Success Manager to enhance client experiences and drive growth through strategic relationship management. This fully remote position requires a proactive individual with a strong background in customer success, effective communication skills, and a passion for delivering exceptional service.

Benefits

Flexible PTO

Fully-paid health benefits

12 weeks paid parental leave

Fertility & family benefits

Spring Health mental health benefits

WFH Stipend of $150/month

Productivity Stipend of $250/year

Home Office Stipend of $750

Qualifications

• 5+ years experience in customer success or account management.
• Proven ability to manage relationships in a SaaS context.
• Strong follow-through and self-management skills.

Responsibilities

• Increase Net Revenue Retention through engagement and expansion efforts.
• Drive product understanding and customer adoption through training.
• Champion customer feedback and communicate it internally.

Skills

Customer relationship management

Critical thinking

Effective communication

Problem-solving

Time management

Job description

3 days ago Be among the first 25 applicants

Our client offers a full-service, intelligent technology platform designed to reduce crime and enhance public safety by uniting cities, businesses, schools, and law enforcement. Their maintenance-free solution uses unbiased data to deliver actionable insights while maintaining transparency and privacy. Trusted nationwide, the platform helps communities solve and deter crime.

The company fosters a purpose-driven, remote-friendly work culture with a focus on impact, inclusivity, and action. Backed by over $700M in funding from top investors and valued at $7.5B, they are scaling strategically with the mission of reducing crime in the U.S. by 25% within three years.

About The Role

Our client is looking for an experienced Customer Success Manager to deliver value and an exceptional experience to their largest and most strategic customers.

This is a fully remote position, with expectations that this individual will travel to visit their customers in person when necessary a few times a quarter in the northeast. This role will require exemplary time management skills, the ability to manage multiple projects at once, critical thinking, start-to-finish ownership, a passion for building strong relationships, a desire to solve customer problems, and effective communication throughout every interaction.

• Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts
• Ensure early product understanding and customer adoption via in person trainings, optimization calls, and providing best practices
• Ability to build relationships and trust with multiple stakeholders within each department.
• Create raving promoters - they have a product that their customers truly love; it’s your opportunity to ensure our largest customers are seeing value from it.
• Drive growth in surrounding markets with referrals and references
• Be an internal customer champion (because no one knows them as well as you do!) - effectively communicating thoughtful and actionable feedback to teams across the company (i.e. Product, Sales, Marketing) to help drive amazing customer experiences and enable market growth
• Translate software functionality into terms that any customer can understand

The Skillset

• 5+ years experience in a customer success or account management role
• Proven ability to build and manage relationships, internally and externally (preferably in a SaaS environment)
• Comfortable with de-escalation management and navigating tough conversations with a solutions-oriented mindset
• Highly adaptable individual who embraces change and knows how to pivot when confronted with new challenges
• Communicates clearly and concisely about both technical and non-technical subject matter
• Diplomatic, tactful and poised under pressure, with a high comfort with ambiguity
• Demonstrate strong follow-through and ability to self-manage multiple tasks and projects at once
• Passionate about Customer Success; the people, the relationships, and the interactions that drive mutually beneficial results
• Team player that contributes positively to overall team morale and company culture
• Willingness to travel

90 Days at the Company

They are a results-oriented culture and believe job descriptions are a thing of the past. They prescribe to 90 day plans and believe that good days, lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired as a Customer Success Manager, Law Enforcement.

The First 30 Days

• The CSM will spend weeks 1 & 2 going through standard onboarding and completing training modules to ramp up in the role. They’ll become familiar with the company's mission, product, relevant cross-functional teams, and resources and tools to do their job.
• The CSM will review core Public Verticals (Law Enforcement Agencies, K-12 Education, Municipalities, Parks Departments) to better understand product use cases and ROI
• Learn their sales pitch and process
• The CSM will begin being assigned cases in SFDC and working with customers

The First 60 Days

• Continue to expand product knowledge
• Continue to engage and build relationships with other internal teams across the company that impact their work (ex: Support, LE/CS Success, Billing, Field Ops, Engineering, etc)
• Begin taking on full book of business (adding customers weekly) in addition to taking ownership of newly implemented/installed customers

90 Days & Beyond

• The CSM will have their full territory assigned to them
• The CSM should be able to raise issues or concerns from customer feedback that can be shared with Product for future improvements
• The CSM is able to share upwards feedback on how to improve customer sentiment and experience
• The CSM owns NPS follow-up process to create escalation plans when needed
• The CSM can not only handle smaller escalations but can navigate through ambiguous issues and present suggestions for resolution. The CSM owns a majority of the coordination and execution of plans.

Salary & Equity

In this role, you’ll receive a starting base of $119.2k base + $29.8k bonus as well as stock options and bonus potential. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.

The Perks

Flexible PTO : They seriously mean it, plus 11 company holidays.

️ Fully-paid health benefits plan for employees : including Medical, Dental, and Vision and an HSA match.

Family Leave : All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

Fertility & Family Benefits: They have partnered with Maven, a complete digital health benefit for starting and raising a family. The hiring company will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.

Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.

Caregiver Support: They have partnered with Cariloop to provide their employees with caregiver support

Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.

ERGs: They want all employees to thrive and feel like they belong at the company. They offer three ERGs today - Women of , Flock Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.

WFH Stipend: $150 per month to cover the costs of working from home.

Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.

Home Office Stipend: A one-time $750 to help you create your dream office.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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