Customer Success Manager - State & LocalDepartment: Customer Success
Employment Type: Full Time
Location: Remote USA
Compensation: $80,000 - $125,000 / year
Responsibilities- Proactively manage a portfolio of enterprise customers from trial to implementation to ongoing delivery to expand the scope and scale of Clearview AI adoption
- Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits (virtual/in-person), reports, events
- Understand customers' needs and priorities to optimize the use of their platform
- Identify growth opportunities for up-sell and cross-sell within existing accounts
- Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts
- Effectively communicate application features and product information for new releases and facilitate their adoption
- Be the voice of the customer and provide internal feedback on how Clearview products can better serve our customers
- Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to drive better results
- Resolve billing and support inquiries in a timely and productive manner
- Coordinate small customer projects
- Assist in onboarding new team members
- Additional duties and responsibilities as reasonably required by the employee's supervisor or CEO
- Manage and optimize enterprise customer accounts, ensuring seamless onboarding, training, and ongoing support, with a focus on improving customer satisfaction and retention.
- Exercise discretion and independent judgment in developing and implementing strategies to address customer needs and challenges, working closely with cross-functional teams such as finance and marketing, to ensure successful customer outcomes.
- As a Customer Success Manager, you will play a pivotal role in shaping the customer experience, driving adoption, and expanding Clearview AI's footprint within enterprise organizations.
- Other reasonable additional responsibilities that may be asked from time to time
Skills, Knowledge and Expertise- 8+ years of enterprise software or SaaS customer success/account management with specific experience supporting the public sector (military/government/law enforcement/public safety)
- Experience providing product support at the user level
- Experience using CRM tools (ex: SFDC, Hubspot)
- Well-organized and excellent time management abilities
- Proven ability to collaborate and build strong relationships with customers
- Exceptional oral and written communication skills and attention to detail
- Passion for technology and public safety
- Bachelor's degree or equivalent experience
- Ability to travel within United States
- Candidates based in North and South Carolina are strongly preferred due to team collaboration and business needs
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
The expected annualized salary compensation for this position is between $80,000 - $125,000 with participation in our stock equity plan, and an annual at-target incentive bonus opportunity of at least 10% of salary at 100% achievement (actual achievement % will vary). This estimated salary represents the typical starting rate of candidates hired in a similar role. Factors that may be used to determine your actual salary include relevant experience, skills, and your remote work location.
