Senior Customer Success Manager II

• Customer Relationship Management: Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals
• Advocate for Customers: Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development
• Proactive Engagement: Regularly check in with open customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience
• Product Expertise: Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs
• Customer Retention & Growth: Focus on customer retention by ensuring high satisfaction and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes
• Performance Tracking & Reporting: Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices
• Issue Resolution: Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience
• Customer Success Strategy: Assist in refining and implementing the customer success strategy, tailoring

• 5-7+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries
• Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights
• Strong analytical skills and the ability to creatively solve customer needs and drive product adoption
• Proven track record of fostering relationships with key decision-makers and stakeholders
• Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company
• Ability to quickly learn and become proficient in new technologies and systems
• Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs

direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems)

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs