Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of ACOM customer accounts throughout the Americas, serving as the main post-delivery contact.

• Cultivate trustworthy relationships with executive, operational, and technical stakeholders.

• Comprehend customer objectives, challenges, usage patterns, and future requirements.

• Perform regular check-ins, business reviews, success planning, account planning, and follow-ups.

• Monitor customer health indicators, support themes, renewal timelines, and adoption metrics.

• Proactively escalate risks and coordinate mitigation strategies.

• Assist with customer renewals in collaboration with CS Operations, Sales, Commercial Operations, and Finance.

• Identify opportunities for upselling and expansion, including upgrades, service/maintenance contracts, add-on capabilities, and other solutions.

• Collaborate with Sales to qualify and pursue expansion opportunities.

• Work with Support, Product, and Engineering teams to resolve issues and enhance customer experience.

• Provide support for upgrades and deployment projects as necessary.

• Gather customer feedback on ACOM products and services to aid in roadmap development.

• Foster customer advocacy and referenceability.

• Keep accurate records of customer information, health updates, renewal status, opportunity details, and action plans in relevant systems.

• Success is measured by customer health, satisfaction, retention, risk mitigation, and qualified expansion opportunities.

⛳️ Requirements

• Minimum of 8 years of experience in Customer Success, Solutions Delivery, Technical Account Management, Professional Services, or a similar customer-facing role within the Public Safety and/or Critical Communications sectors.

• Significant experience with Zetron ACOM or a comparable command and control, dispatch console, or integrated communications platform.

• Background in supporting mission-critical software and hardware solutions, including radio, telephony, and system integrations.

• Proven experience in managing customer relationships, including proactive outreach, issue resolution, adoption support, and stakeholder management.

• Working knowledge of renewals, customer retention, customer health, expansion/upsell strategies, and associated KPIs.

• Ability to discern customer needs, link them to viable solutions, and collaborate with Sales partners on commercial next steps.

• Excellent communication, follow-through, and relationship-building skills with both technical and non-technical stakeholders.

• Capacity to lead cross-functional initiatives, manage escalations, and influence outcomes without direct authority.

• Skillful in managing multiple geographically dispersed customer accounts, timelines, and priorities with sound judgment and attention to detail.

• Experience in handling 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 an in-depth understanding of ACOM capabilities, customer workflows, operating environments, and command and control technical and operational requirements.

• Travel requirement: up to 50%.

🏝️ Benefits

• Medical, Dental, Vision Benefits.

• 401(k) plan, including a Company match.

• Generous Paid Time Off Packages.

• Company-sponsored short-term and long-term disability coverage.

• Basic life insurance.

• Wellbeing benefits.

• Flexible working hours.

• Career advancement through educational programs and training.

• 10 paid holidays.

• Incentive Bonus Plans.

• Perks and discounts.

• Supportive and collaborative work culture.

• Comfortable and casual working environment.