Customer Success Manager

This is a fully remote position, open to applicants in Connecticut, +10 more states.

📋 Description

• Proactively oversee a portfolio of enterprise clients from trial stages through implementation to ongoing service, aiming to broaden the scope and scale of Clearview AI adoption.

• Establish and nurture robust relationships with key customer stakeholders and executive sponsors through steering committees, regular virtual/in-person meetings, reports, and events.

• Assess customers’ needs and priorities to enhance the utilization of their platform.

• Identify opportunities for growth through up-sell and cross-sell initiatives within existing accounts.

• Boost Net Revenue Retention by engaging in proactive and strategic expansion efforts.

• Clearly articulate application features and product information regarding new releases and support their adoption.

• Advocate for the customer by providing internal feedback on how Clearview products can be improved to better serve their needs.

• Collaborate intimately with various cross-functional teams including Product Management, R&D, Marketing, and Sales to achieve superior results.

• Address billing and support inquiries efficiently and effectively.

• Coordinate small-scale customer projects.

• Support the onboarding of new team members.

• Undertake additional tasks and responsibilities as reasonably assigned by the employee’s supervisor or CEO.

• Manage and enhance enterprise customer accounts, facilitating smooth onboarding, training, and ongoing support with an emphasis on elevating customer satisfaction and retention.

• Utilize discretion and independent judgment to devise and implement strategies that address customer needs and challenges, working closely with cross-functional teams such as finance and marketing to ensure successful outcomes for customers.

• In the role of Customer Success Manager, you will significantly influence the customer experience, promote adoption, and widen Clearview AI’s presence within enterprise organizations.

• Perform other reasonable additional responsibilities as needed from time to time.

⛳️ Requirements

• 8+ years of experience in enterprise software or SaaS customer success/account management, specifically within the public sector (military, government, law enforcement, public safety).

• Proven experience in providing product support at the user level.

• Familiarity with CRM tools (e.g., SFDC, Hubspot).

• Strong organizational skills and exemplary time management capabilities.

• Demonstrated ability to collaborate and cultivate strong relationships with customers.

• Outstanding oral and written communication skills, along with meticulous attention to detail.

• Enthusiasm for technology and public safety.

• Bachelor’s degree or equivalent experience.

• Willingness to travel within the United States.

• Preference for candidates based in Florida, North Carolina, and South Carolina due to team collaboration and business needs.

🏝️ 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.