Senior Manager, Customer Success

• Lead, mentor, and coach a high-performing team of Customer Success Managers
• Establish clear performance expectations, KPIs, and development plans
• Provide guidance on complex customer scenarios
• Own and operationalize the strategy for customer retention, growth, and value realization
• Design, refine, and scale processes, playbooks, and frameworks
• Partner with leadership to forecast retention, expansion, and customer health metrics
• Ensure CSMs build deep, trusted relationships with key customer stakeholders
• Support escalation management
• Maintain visibility into the health of top accounts
• Act as a senior advocate for the customer within Product, Engineering, Support, and GTM teams
• Influence product roadmap decisions
• Partner with Sales on expansion strategy
• Oversee customer usage, adoption, and health metric tracking
• Lead quarterly customer reviews, internal business reviews, and reporting
• Strengthen risk mitigation strategies
• Drive strategies that increase customer retention, satisfaction, and expansion
• Ensure CSMs are platform experts
• Promote best practices that help customers achieve measurable improvements

• 7–10+ years of experience in customer success, account management, or a related field
• At least 3 years directly managing or leading CSM teams
• Proven experience owning retention, expansion, and customer health metrics at scale—ideally within SaaS or public safety technology
• Exceptional verbal and written communication skills, with the ability to influence decisions across all levels of the organization
• Strong ability to design scalable processes, analyze data, and turn insights into actionable strategy
• Demonstrated success cultivating relationships with key customer stakeholders, decision-makers, and operational leaders
• Thrives in a fast-paced, high-growth startup environment
• able to lead teams through ambiguity and change
• Quick learner with strong technical aptitude

Direct experience supporting the 911 ecosystem (e.g., emergency call handling, dispatch, CAD, NG911, or public safety communications technology)

• 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
• Snacks in our offices
• Generous annual bonus
• Company equity