Customer Success Manager

This is a fully remote position, open to applicants in Illinois, +6 more states.

📋 Description

• Actively promote adoption, product usage, retention, and customer satisfaction across all accounts.

• Transform customers into advocates and ensure they continually receive value from RapidDeploy products.

• Collaborate with key executives to establish successful, long-term customer relationships.

• Monitor and secure customer renewals.

• Work closely with Delivery, Project Management, Implementation, Support, Account Management, and Product teams.

• Collaborate across departments to identify opportunities for expansion.

• Develop and implement customer engagement strategies.

• Drive ROI regarding retention and utilization.

⛳️ Requirements

• 3 to 5+ years in a Customer Success, Account Management, or similar customer-facing role, ideally within SaaS or public safety sectors.

• Proven history of effectively managing complex customer relationships in a SaaS environment.

• Demonstrated success in cross-functional collaboration and experience in change management, training, project management, planning, and process improvement/business transformation.

• Strong understanding of cloud computing, enterprise SaaS software, data analytics, and technology in general.

• Familiarity with Customer Success KPIs and metrics.

• Experience with Salesforce.com, HubSpot, and/or Gainsight.

• Background working for an innovative and rapidly growing Tech Company or direct experience in a public safety agency utilizing modern technology for daily operations.

• Proven creativity in customer engagement and problem-solving.

• Ability to actively listen and communicate effectively across the experience/management spectrum, bridging gaps between technical and non-technical teams, and empathetically relay customers’ pain points to internal RapidDeploy teams.

• Capability to engage with senior leadership to define and execute customer engagement strategies and enhance ROI in terms of retention and utilization.

• Self-driven, enthusiastic, proactive team player with innovative ideas, tact, and diplomacy.

• Composed under pressure, thrives in a multi-tasking environment, and can adapt priorities as needed.

• High School diploma, or an Associate's or Bachelor's Degree in Business, Communications, IT, Public Safety, or Technology.

• Must possess 911 Dispatch experience.

• Legal authorization to work in the U.S. indefinitely is required; employer work permit sponsorship is not available.

• Travel of up to 40% is necessary for this role.

🏝️ 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.

• Travel of up to 40% is required for this position.