Senior Customer Success Manager, ACOM

Zetron is a global provider of interoperable command and control systems for communications centers and field operations. The Senior Customer Success Manager will own post-delivery relationships with ACOM customers across the Americas, driving adoption, customer health, satisfaction, retention, renewals, risk mitigation, and expansion opportunities while coordinating cross-functional support.

Responsibilities:

• Manage a portfolio of ACOM customer accounts across the Americas and serve as the primary post-delivery contact for customer stakeholders
• Build trusted relationships with executive, operational, and technical stakeholders to understand customer goals, challenges, usage patterns, and upcoming needs related to their ACOM deployments/operations
• Drive proactive engagement through regular check-ins, business reviews, success plans, account planning, and follow-up on customer priorities
• Monitor customer health signals, support themes, renewal timelines, and adoption indicators; escalate risks early and coordinate proactive mitigation plans
• Support customer renewals in partnership with CS Operations, Sales, Commercial Operations, and Finance
• Identify upsell and expansion opportunities, including upgrades, service/maintenance contracts, add-on capabilities, and other solutions that fit customer needs
• Partner with Sales to qualify and pursue expansion opportunities, provide customer context, and support a coordinated approach
• Coordinate across Support, Product, and Engineering to effectively resolve customer issues and improve the end-to-end customer experience
• Support upgrades and deployment projects, as needed
• Serve as the voice of the customer by capturing customer feedback around ACOM product and service needs and areas for improvement
• Partner with Product and other internal stakeholders to support ACOM development planning and roadmap development activities
• Support customer advocacy and reference ability by identifying satisfied customers and helping create positive engagement moments
• Consistently maintain accurate customer information, health status updates, renewal status, opportunity details, and action plans in the appropriate systems

Requirements:

• Working understanding of renewals, customer retention, customer health, expansion/upsell motions and associated KPIs
• Ability to understand customer needs, connect them to practical solutions, and work with Sales partners on commercial next steps
• Strong communication, follow-through, and relationship-building skills with both technical and non-technical stakeholders
• Ability to lead cross-functional initiatives, manage escalations, and influence outcomes without direct authority
• Ability to manage multiple, geographically dispersed customer accounts, timelines, and priorities with good judgment and a high degree of attention to detail
• Experience managing renewals, maintenance agreements, service contracts, upgrades, and customer change activities
• Familiarity with CRM, Support, and Customer Success platforms such as Zoho CRM, Zoho Desk, Salesforce, Gainsight, or similar tools
• Ability to develop deep knowledge of ACOM capabilities, customer workflows, operating environments, and command and control technical and operational requirements
• Valid Drivers License and Acceptable Driving Record Required
• 8+ years of experience in Customer Success, Solutions Delivery, Technical Account Management, Professional Services, or a similar customer-facing role within Public Safety and/or Critical Communications industries
• Extensive experience with Zetron ACOM or a comparable command and control, dispatch console, or integrated communications platform
• Experience supporting mission-critical software and hardware solutions, including radio, telephony, and system integrations
• Experience managing customer relationships, including proactive outreach, issue follow-up, adoption support, and stakeholder management