Customer Success Advocate

This is a fully remote position, open to applicants in Arizona, +12 more states.

📋 Description

• Oversee a customer portfolio within a designated region, guided by the Senior Manager of Regional Customer Success.

• Minimize the time it takes for new deployments to deliver initial value.

• Progress customers through progressively advanced tiers of usage.

• Identify potential risks to customer adoption and retention, and implement mitigation strategies.

• Highlight opportunities for expansion and cross-selling based on customer usage and results.

• Establish and nurture trusted relationships with operational leaders and end users.

• Conduct onboarding sessions, Quarterly Business Reviews (QBRs)/Executive Business Reviews (EBRs), health assessments, and other routine customer interactions.

• Align system configurations with customers’ operational objectives and workflows.

• Promote the adoption of licensed features and critical workflows.

• Assist customers in transitioning from basic usage to sophisticated, integrated workflows using a “Good-Better-Best” framework.

• Utilize usage data and customer input to suggest configuration adjustments, workflow improvements, and best practices.

• Establish success metrics, baselines, and measurable outcomes in collaboration with customers.

• Document and share customer success narratives and operational advancements.

• Track account health through metrics such as adoption rates, license activation, utilization, and customer feedback.

• Identify risks of churn and implement mitigation plans in partnership with internal teams.

• Gather and escalate customer concerns, obstacles, and product gaps to Support, Product, and Deployment teams.

• Collaborate with Sales, Deployment, Product Activation, and Support throughout the deployment and renewal processes.

• Provide structured customer insights to Product and Sales teams.

• Assist in renewal and expansion cycles by offering insights on adoption, success stories, and risk evaluations.

⛳️ Requirements

• A minimum of 1 year of professional experience in Customer Success, Account Management, Technical Account Management, Support, or a similar customer-facing position.

• Experience with SaaS, cloud, or mission-critical technology products.

• Bachelor’s Degree in Business, Communications, Public Safety, Information Technology, or a related discipline; or equivalent practical experience.

• Legal authorization to work in the U.S. indefinitely.

• Employer sponsorship for work permits is not available.

• Knowledge of public safety operations, PSAPs, 9-1-1 call handling, or government technology settings.

• Proven experience in driving product adoption, conducting regular customer evaluations, and managing a portfolio against KPIs such as adoption, retention, and satisfaction.

• Proficiency with CRM and BI tools like Salesforce, Gainsight, Tableau, or similar applications.

• Excellent verbal and written communication abilities.

• Capacity to proactively identify risks, propose solutions, and ensure follow-through with internal teams and customers.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• Referral Payment Plan.

• Possible 25% travel within the assigned region, as required for on-site customer meetings, regional events, and internal collaboration.