Customer Success Manager

Lexipol is a leader in advancing total readiness for public safety agencies, and they are seeking an Enterprise Customer Success Manager to manage and grow relationships with their largest police and fire customers. This role involves aligning Lexipol's solutions with customer priorities, driving retention and expansion, and ensuring measurable value realization across multiple products and stakeholders.

Responsibilities:

• Own retention and long-term account health for a portfolio of enterprise public safety customers with complex stakeholder environments
• Build trusted relationships with executive sponsors, command staff, and operational leaders, positioning Lexipol as a strategic partner—not just a vendor
• Proactively identify risk across adoption, engagement, budget cycles, and organizational change; develop and execute mitigation plans
• Leverage data, usage insights, and qualitative feedback to inform account strategy and leadership visibility
• Drive continuous value realization tied to customer goals, compliance needs, and operational outcomes
• Identify, scope, and advance expansion opportunities across products, modules, and services within large, multi-department agencies
• Partner closely with Sales and Growth teams to lead value-based expansion conversations and support complex deal cycles
• Develop account plans that align customer priorities with Lexipol’s roadmap and capabilities
• Consistently uncover and qualify expansion opportunities that increase ARR and deepen platform adoption
• Lead high-impact Quarterly and Annual Business Reviews focused on outcomes, ROI, and strategic alignment
• Develop and maintain enterprise success plans with clearly defined objectives, milestones, and success metrics
• Act as the voice of the customer internally, advocating for enterprise needs and influencing product, services, and process improvements
• Cultivate advocates and champions for case studies, references, and advisory participation when appropriate
• Own the renewal strategy for enterprise contracts, including multi-year agreements and complex pricing structures
• Partner with customers and internal teams to manage negotiations, contract changes, and bundled solutions
• Ensure accurate forecasting, renewal hygiene, and contract visibility in Salesforce
• Drive timely renewals while protecting and expanding long-term account value

Requirements:

• 3-5+ years of Customer Success, Account Management, or related experience in a SaaS or technology-enabled services environment
• Proven success managing large, complex enterprise accounts with multiple stakeholders and long sales/renewal cycles
• Strong experience owning retention, expansion, and renewal outcomes tied to revenue and customer health metrics
• Executive-level communication skills, including comfort presenting to senior leaders and facilitating strategic discussions
• Demonstrated ability to influence cross-functional teams without direct authority
• Experience using Salesforce and reporting on CSM KPIs, health scores, and revenue metrics
• Strong problem-solving, negotiation, and decision-making skills in high-stakes customer situations
• Willingness to travel periodically for key customer engagements and industry events
• Experience working with public safety, government, or highly regulated industries
• Experience supporting customers with multi-product platforms and services
• Familiarity with change management, compliance, or policy-driven environments