Customer Success Manager - State & Local

Clearview AI is the leading provider of facial recognition technologies to US law enforcement, state, and federal agencies. The Customer Success Manager will manage enterprise customer relationships, optimize platform usage, and drive adoption while collaborating with cross-functional teams.

Responsibilities:

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