Customer Success Manager

Role Overview

• 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

Requirements

• 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
• Candidates based in North and South Carolina are strongly preferred due to team collaboration and business needs

Tech Stack

• SFDC

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