Regional Manager, Customer Success

Zetron; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Zetron is seeking a Regional Manager, Customer Success to drive value for customers across the US region. You will own post-delivery relationships, monitor health, and coordinate cross-functional teams to ensure satisfaction and renewal success.

The role requires building trusted relationships with customer stakeholders, driving adoption, and identifying expansion opportunities in a hands-on CS environment. Travel up to 75% is expected.

Qualifications

• 4+ years in CS/Account Management in public safety or critical communications.
• Experience managing customer relationships with proactive outreach & adoption support.
• Experience with enterprise software and complex technology solutions.
• Familiarity with CRMs and CS platforms (Zoho CRM/Desk, Salesforce, Gainsight).
• Experience renewing maintenance/service contracts and upgrades.

Responsibilities

• Manage a portfolio of regional customer accounts and be the post-delivery contact.
• Build trusted relationships with operational, technical, and business contacts.
• Drive proactive engagement with check-ins, reviews, and account planning.
• Monitor health signals, renewal timelines, and adoption indicators.
• Support renewals with CS Operations, Sales, and Finance.
• Identify upsell and expansion opportunities aligned with customer needs.
• Partner with Sales to pursue expansion with customer context.
• Coordinate with Support, Product, and Engineering to resolve issues.
• Capture customer feedback to inform product and roadmap.
• Support customer advocacy and referenceability.

Skills

Customer Success

Account Management

Stakeholder management

Communication

Cross-functional collaboration

Tools

Zoho CRM

Zoho Desk

Salesforce

Gainsight

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regional Manager, Customer Success

US

About us

For 40 years, Zetron (a Codan Company) has delivered interoperable end-to-end command & control systems across multiple industries and international markets. With over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries, we are an established global leader in connecting communications centres with field operations, personnel, and constituents.

Zetron has more than 400 employees worldwide, including additions to its development, services, sales, support and back-office teams. Zetron is headquartered in Redmond, Washington (USA), with operations throughout the United States, Canada, the United Kingdom, and Australia to serve its growing global customer base in more than 80 countries around the world.

About the role?

Zetron is seeking a Regional Manager, Customer Success to support customers across an assigned region and help them realize ongoing value from Zetron solutions. This role will serve as a day-to-day relationship owner after delivery, partnering directly with customers to understand their goals, monitor account health, drive product adoption and satisfaction, and coordinate the right internal resources to solve issues and support positive outcomes.

This is a hands-on Customer Success role for someone who enjoys building trusted customer relationships, staying close to customer needs, managing renewals, and identifying practical opportunities for expansion. The Regional Manager will work closely with Sales, Support, Product, Marketing, and other Customer Experience partners to improve the post-delivery customer experience across supported industries.

Success in this role will be measured by customer health, retention, customer satisfaction, effective renewal management, product and service adoption, and identification of well-qualified upsell opportunities that align with customer needs.

We're hiring Regional Managers, Customer Success across three key regions: West, Central and East

What makes a successful Regional Manager, Customer Success?

• Manage a portfolio of regional customer accounts and serve as a primary post-delivery point of contact for customer stakeholders.
• Build trusted relationships with operational, technical, and business contacts to understand customer goals, challenges, usage patterns, and upcoming needs.
• Drive proactive customer engagement through regular check-ins, business reviews, account planning, and follow-up on open customer priorities.
• Monitor customer health signals, satisfaction trends, support themes, renewal timelines, and adoption indicators; escalated risks early and coordinate proactive mitigation plans.
• Support customer renewals in partnership with CS Operations, Sales, Commercial Operations, and Finance.
• Identify upsell and expansion opportunities, including upgrades, service/maintenance contracts, add-on capabilities, and other solutions that fit customer needs.
• Partner with Sales to qualify and pursue expansion opportunities, provide customer context, and support a coordinated approach.
• Coordinate across Support, Product, and Engineering to effectively resolve customer issues and improve the end-to-end customer experience.
• Serve as the voice of the customer by capturing customer feedback around product and service needs and areas for improvement; partner with Product and other internal stakeholders to support planning and roadmap development activities
• Support customer advocacy and referenceability by identifying satisfied customers and helping create positive engagement moments.
• Consistently maintain accurate customer information, health status updates, renewal status, opportunity details, and action plans in the appropriate systems.

As a key member of the team, you must be able to:

• Understand renewals, customer retention, customer health, expansion/upsell motions and associated KPIs.
• Ability to understand customer needs, connect them to practical solutions, and work with Sales partners on commercial next steps.
• Strong communication, follow-through, and relationship-building skills with both technical and non-technical stakeholders.
• Comfort coordinating across internal teams to drive CS initiatives and resolve customer issues.
• Ability to lead cross-functional initiatives, manage escalations, and influence outcomes without direct authority.
• Ability to manage multiple, geographically dispersed customer accounts, timelines, and priorities with good judgment and a high degree of attention to detail.
• Ability to develop a deep understanding of Zetron products and customer workflows related to command and control operations and critical communications.

TRAVEL: 75%

• Ability to travel overnight
• Short Notice Travel
• Valid Drivers License and Acceptable Driving Record Required

EDUCATION & EXPERIENCE REQUIRED:

The following list of requirements are considered the minimum levels of education and experience necessary to perform this job successfully. Any equivalent combination of education and experience that provides the applicant with the knowledge, skills, and abilities to perform the job is acceptable.

• 4+ years of experience in Customer Success, Account Management, Professional Services, or similar customer-facing role within Public Safety and/or Critical Communications industries.
• Experience supporting customers and/or stakeholders in public safety, critical communications, or other command and control environments.
• Experience managing customer relationships, including proactive outreach, issue follow-up, adoption support, and stakeholder management.
• Experience with enterprise software, communications systems, and/or complex technology solutions.
• Familiarity with CRM, Support, and Customer Success platforms such as Zoho CRM, Zoho Desk, Salesforce, Gainsight, or similar tools.
• Experience managing renewals, maintenance agreements, service contracts, and technology upgrade activities.

Benefits and Culture

Our culture is supportive and collaborative. You will be part of a multidisciplinary team where sharing ideas and innovation is strongly encouraged. Zetron embodies the values of those who work here, embraces diversity, and offers a comfortable and casual atmosphere where people work hard and feel a part of the organization. At Zetron we not only create and stand behind solutions that help save lives, but our employees are also offered a competitive compensation and benefits package.