Manage a portfolio of customers within an assigned region, working under the guidance of the Senior Manager, Regional Customer Success.
Engage end users and key stakeholders to ensure our solutions are successfully onboarded, configured for real-world workflows, and consistently used in mission-critical scenarios.
Build and maintain strong, trusted relationships with operational leadership and end users across your assigned customer portfolio.
Lead regular customer touchpoints (e.g., onboarding, QBRs/EBRs, health checks) to review usage, outcomes, and future needs.
Apply a “Good-Better-Best” framework to guide customers from basic use to advanced, integrated workflows.
Monitor account health via adoption, license activation, utilization, and customer feedback data.
Collaborate closely with Sales, Deployment, Product Activation, and Support to ensure a seamless customer experience from deployment through renewal.

High School diploma, Bachelor’s Degree in Business, Communications, Public Safety, Information Technology, or experience working with SaaS, cloud, or mission-critical technology products required.
3–5+ years of professional experience in Customer Success, Account Management, Technical Account Management, Support, or a related customer-facing role.
Legal authorization to work in the U.S. indefinitely is required.
Familiarity with public safety operations, PSAPs, 9-1-1 call handling, or government technology environments.
Experience driving product adoption, conducting regular customer reviews, and managing a book of business against specific KPIs (e.g., adoption, retention, satisfaction).
Comfort using CRM and BI tools (e.g., Salesforce, Gainsight, Tableau, or similar) to monitor account health, user behavior, and adoption trends.
Strong verbal and written communication skills, with the ability to translate data and product capabilities into clear customer value and recommended next steps.
Ability to proactively identify risks, propose solutions, and drive follow-through with internal teams and customers.

Customer Success Advocate

Key skills