Customer Success Manager (West Coast)

Raptor Technologies; Denver (CO); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client relationships and ensure satisfaction throughout the customer journey. This remote role is perfect for someone who thrives in a collaborative environment and is passionate about delivering exceptional service. You will work closely with various teams to support clients, manage expectations, and drive product adoption. With a robust benefits package and opportunities for career growth, this position is ideal for a motivated individual looking to make a meaningful impact in the education sector.

Benefits

Flexible Paid Time Off

Paid Parental Leave

Health Insurance (100% covered)

401(k) with Employer Contributions

Company-Paid Life Insurance

Pet Insurance

Remote-First Work Environment

11 Paid Holidays

Qualifications

• 3+ years in a customer success role within a SaaS company.
• Strong relationship-building and communication skills are essential.

Responsibilities

• Serve as the primary contact for customer success in assigned accounts.
• Monitor client utilization and satisfaction, developing action plans as needed.

Skills

Customer Success Management

Relationship Building

Communication Skills

Problem Solving

Organizational Skills

SaaS Experience

Microsoft Office

Salesforce

Gainsight

Logical Troubleshooting

Tools

Salesforce

Gainsight

Job description

About Us

Founded in 2002, Raptor has partnered with more than 60,000 schools across 55 countries, including over 5,300 K-12 US school districts. We provide integrated software and services for visitor management, volunteer coordination, attendance, dismissal, emergency management, and safeguarding, covering the full spectrum of school and student safety.

We are passionate about our mission to protect every child, every school, every day!

About the Role

The Customer Success Manager is responsible for delivering a top-tier customer experience throughout the client journey, including adoption, expansion, advocacy, and retention. The role involves close collaboration with sales, Technical Support, and Professional Services teams to ensure client support and communication.

This is a remote position for candidates residing on the West Coast of the United States, preferably in California, Arizona, New Mexico, Colorado, Nevada, or Utah.

Responsibilities

• Serve as the primary contact for customer success in assigned accounts
• Monitor client utilization and satisfaction
• Provide ongoing support, manage expectations, and develop action plans to resolve issues
• Track and improve churn rates and satisfaction scores
• Conduct regular communication, risk assessments, and lessons learned sessions; develop mitigation strategies
• Build relationships with key stakeholders to enhance satisfaction
• Educate clients on solutions and upgrades aligned with their goals
• Maintain in-depth product knowledge and stay updated on releases
• Protect business relationships to prevent client attrition to competitors
• Perform other relevant projects as needed

Qualifications

• Minimum of 3 years in a customer success role within a SaaS company
• Strong relationship-building skills
• Excellent communication, presentation, and problem-solving abilities
• Professional, dependable, and customer-centric attitude
• Organized, self-motivated, and able to manage multiple priorities
• Willingness to work flexible hours
• Proficiency in Microsoft Office; Salesforce and Gainsight experience is a plus
• Logical troubleshooting skills
• Willing to travel at least 25%
• Residing in California, Arizona, New Mexico, Nevada, Utah, or Colorado

Benefits

• Work with leading school safety software
• Innovative and collaborative environment
• Opportunities for career growth and mentorship
• Robust benefits package including:
• Remote-first work environment
• Flexible paid time off
• Paid parental leave
• 11 paid holidays
• Health insurance (medical, dental, vision) covered 100% for employees
• 401(k) with employer contributions
• Company-paid life insurance, STD, LTD
• Pet insurance

For residents of California, Colorado, New Jersey, New York, or Washington, contact [e-mail] for compensation details. Raptor Technologies is an Equal Opportunity Employer, committed to diversity and inclusion.