Build the Customer Success Function
Help operationalize the full customer journey
from onboarding to adoption, expansion, and renewal.
Create scalable playbooks, engagement cadences, reporting, and tooling across HubSpot, Notion, Slack, and Linear.
Define how we measure and communicate value realization across agencies.
Ensure agencies achieve measurable outcomes from BLTN.
Proactively surface insights, feature adoption opportunities, and workflow improvements.
Use data to identify risk, strengthen engagement, and support expansion.
Develop and deliver Quarterly Business Reviews to command staff and agency leadership, focused on proving business value and strategic alignment.
Manage the renewal process and forecast for all assigned accounts, ensuring high retention rates and predictable revenue streams.
Serve as the internal SME on customer workflows and priorities.
Partner closely with Product and Engineering
comfortably collaborating in tools like Linear
to influence roadmap decisions.
Provide informed, trust-based recommendations grounded in frontline experience.
Act as a trusted advisor to investigators, crime analysts, command staff, and agency leadership.
Navigate complex, multi-stakeholder public sector relationships with credibility and clarity.
Ensure BLTN becomes core intelligence infrastructure within partner agencies.
Cultivate strong reference accounts and secure customer participation in case studies, testimonials, and marketing events to support revenue generation.

6+ years in Customer Success, Account Management, or similar strategic customer-facing roles.
Experience in early
to growth-stage startups (Series A–C/D preferred).
Government technology or public sector experience is strongly preferred.
Demonstrated career progression with increasing ownership and impact.
Proficiency in HubSpot, Slack, Notion, and comfort collaborating in tools like Linear or Jira.
Experience working in fully remote environments.

Senior Customer Success Manager

Key skills