Customer Success Manager - State & Local

Clearview AI; Northern (KY); Hybrid; USD 100,000 - 115,000; Full time

Benefits offered by this job

Medical, Dental, Vision

FSA Medical/Dependent Care

EAP and wellness

13 Paid Holidays

Unlimited PTO

100% remote

401(k) plan

Job summary

Clearview AI is seeking a Customer Success Manager to manage a portfolio of enterprise customers across the United States with a fully remote allowance. The role emphasizes proactive engagement, strategic expansion, and close collaboration with Product, R&D, Marketing, and Sales teams to drive adoption and retention.

The ideal candidate has 8+ years in enterprise software or SaaS customer success, strong communication, and a track record of collaboration with senior stakeholders.

Qualifications

• 8+ years in enterprise software or SaaS customer success, preferably public sector.
• Experience providing product support at user level.
• Strong communication and relationship-building abilities.

Responsibilities

• Proactively manage a portfolio of enterprise customers from trial to ongoing delivery and expansion.
• Build relationships with key stakeholders and executive sponsors; participate in steering committees and visits.
• Understand customer needs to optimize platform use and identify growth opportunities for up-sell/cross-sell.
• Increase Net Revenue Retention through proactive engagement and expansion efforts.
• Coordinate with cross-functional teams to drive results and assist in onboarding new members.

Skills

Enterprise software

SaaS

CRM tools

Communication skills

Team collaboration

Education

Bachelor's degree or equivalent

Tools

SFDC

HubSpot

Job description

Customer Success Manager - State & Local

Department: Customer Success

Employment Type: Full Time

Location: Remote USA

Compensation: $100,000 - $115,000 / year

Description

Clearview AI is the leading provider of facial recognition technologies to US law enforcement, state, and federal agencies. Our mission is to help our users solve crimes and prevent financial fraud with the responsible use of our facial recognition software. Our company is a high-octane, fast growing startup looking to hire enthusiastic and intelligent team members to join our team. Candidates must be located in one of these states - Kentucky, Indiana, Ohio or Tennessee. To learn more about us, please visit www.clearview.ai and our revolutionary facial recognition technology.

Responsibilities

• Proactively manage a portfolio of enterprise customers from trial to implementation to ongoing delivery to expand the scope and scale of Clearview AI adoption
• Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits (virtual/in-person), reports, events
• Understand customers’ needs and priorities to optimize the use of their platform
• Identify growth opportunities for up-sell and cross-sell within existing accounts
• Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts
• Effectively communicate application features and product information for new releases and facilitate their adoption
• Be the voice of the customer and provide internal feedback on how Clearview products can better serve our customers
• Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to drive better results
• Resolve billing and support inquiries in a timely and productive manner
• Coordinate small customer projects
• Assist in onboarding new team members
• Additional duties and responsibilities as reasonably required by the employee’s supervisor or CEO
• Manage and optimize enterprise customer accounts, ensuring seamless onboarding, training, and ongoing support, with a focus on improving customer satisfaction and retention.
• Exercise discretion and independent judgment in developing and implementing strategies to address customer needs and challenges, working closely with cross-functional teams such as finance and marketing, to ensure successful customer outcomes.
• As a Customer Success Manager, you will play a pivotal role in shaping the customer experience, driving adoption, and expanding Clearview AI’s footprint within enterprise organizations.
• Other reasonable additional responsibilities that may be asked from time to time

Skills, Knowledge and Expertise

• 8+ years of enterprise software or SaaS customer success/account management with specific experience supporting the public sector (military/government/law enforcement/public safety)
• Experience providing product support at the user level
• Experience using CRM tools (ex: SFDC, Hubspot)
• Well-organized and excellent time management abilities
• Proven ability to collaborate and build strong relationships with customers
• Exceptional oral and written communication skills and attention to detail
• Passion for technology and public safety
• Bachelor's degree or equivalent experience
• Ability to travel within United States

Benefits

• Medical, Dental, Vision, STD and LTD Plans
• FSA - Medical and Dependent Care
• EAP and wellness programs
• 13 Paid Holidays
• Unlimited PTO
• Flexible work environment - 100% remote
• 401(k) plan

The expected annualized salary compensation for this position is between $100,000 - $115,000 with participation in our stock equity plan. This estimated salary represents the typical starting rate of candidates hired in a similar role. Factors that may be used to determine your actual salary include relevant experience, skills, and your remote work location.