Customer Success Manager

This is a fully remote position, open to applicants in Kentucky, +2 more states.

📋 Description

• Proactively oversee a portfolio of enterprise clients from the trial phase to implementation, continuous delivery, and growth.

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

• Comprehend customer needs and priorities to enhance platform utilization.

• Identify opportunities for up-selling and cross-selling within current accounts.

• Boost Net Revenue Retention through proactive strategic engagement and expansion efforts.

• Communicate application features and product updates for new releases while facilitating their adoption.

• Act as the voice of the customer and provide internal product feedback.

• Collaborate with Product Management, R&D, Marketing, Sales, Finance, and other cross-functional teams.

• Address billing and support inquiries.

• Coordinate minor customer projects.

• Assist with onboarding new team members.

• Manage and optimize enterprise accounts, including onboarding, training, ongoing support, customer satisfaction, and retention.

• Utilize discretion and independent judgment to formulate and implement strategies that address customer needs and challenges.

• Shape the customer experience, promote adoption, and expand Clearview AI's presence within enterprise organizations.

• Perform additional tasks as assigned by the supervisor or CEO.

⛳️ Requirements

• 8+ years of experience in enterprise software or SaaS customer success/account management.

• Specific experience supporting the public sector (military/government/law enforcement/public safety).

• Experience providing product support at the user level.

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

• Highly organized with excellent time management skills.

• Demonstrated ability to collaborate and build strong relationships with clients.

• Outstanding oral and written communication skills with a keen attention to detail.

• Strong passion for technology and public safety.

• Bachelor’s degree or equivalent experience.

• Willingness to travel within the United States.

• Candidates must reside in Kentucky, Indiana, Ohio, or Tennessee.

🏝️ 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.

• Participation in stock equity plan.