Customer Success Manager - State & Local

Clearview AI; United States; On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

Medical, Dental, Vision

FSA - Medical and Dependent Care

EAP and wellness programs

13 Paid Holidays

Unlimited PTO

Remote work environment

401(k) plan

Job summary

Clearview AI is seeking a Customer Success Manager to remotely support the Northeast US states. You will manage enterprise accounts from onboarding through ongoing delivery, building strong relationships with stakeholders and executives.

You’ll identify opportunities to expand usage, drive adoption, and ensure high customer satisfaction across the portfolio. The role emphasizes cross-functional collaboration with Product, R&D, Marketing and Sales, plus the ability to travel within the United

Qualifications

• 8+ years of enterprise software or SaaS customer success/account management with public sector experience.
• Experience providing product support at the user level.
• Experience using CRM tools and maintaining strong customer relationships.
• Excellent time management, organization, and communication skills.
• Willingness to travel within the United States.

Responsibilities

• Proactively manage a portfolio of enterprise customers from trial to implementation to ongoing delivery.
• Develop relationships with key customer stakeholders and executive sponsors.
• Understand customers' needs to optimize platform usage and identify growth opportunities.
• Increase net revenue retention through expansion efforts and cross-sell.
• Coordinate with cross-functional teams to drive results and ensure successful outcomes.

Skills

Enterprise software

SaaS

Customer success

Account management

Public sector experience

CRM tools

Communication skills

Travel willingness

Education

Bachelor's degree or equivalent experience

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 the Northeast states - Connecticut, Maine, Massachusetts, New Hampshire, New York, Pennsylvania, Rhode Island, Vermont and West Virginia.

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.