Customer Success Manager

Intrado Life & Safety, Inc.

68d • $65,000 - $85,000

About The Position

We are seeking a dynamic and customer-focused professional to join our team as a Customer Success Manager. In this role, you will own a portfolio of accounts, guiding customers through onboarding, adoption, and long-term value realization. You will be the primary post-sale contact, responsible for driving engagement, retention, and growth through strategic relationship management and proactive support. The ideal candidate will have a proven track record in customer success or account management, strong communication skills, and the ability to collaborate cross-functionally. Experience with upselling is highly preferred. This role may require travel and bilingual proficiency in French and English depending on location.

Requirements

• 2–5 years of experience in Customer Success, Account Management, or a client-facing role in SaaS or tech.
• Proven track record of managing multiple customer relationships and driving renewals or growth.
• Strong communication and interpersonal skills — comfortable engaging stakeholders from end users to executives.
• Ability to analyze data and customer health metrics to inform decisions.
• Familiarity with Customer Success platforms and CRMs (e.g., Salesforce) preferred.
• Strategic thinking with a customer-first mindset.
• Comfortable working in a fast-paced, collaborative environment.

Nice To Haves

• Bilingual in both French and English may be required depending on location.

Responsibilities

• Own a portfolio of accounts, ensuring successful onboarding, engagement, and long-term retention.
• Support renewals by managing timelines, value delivery, and stakeholder alignment.
• Identify expansion opportunities (upsell, cross-sell) and partner closely with Sales or Customer Success leadership to pursue them.
• Act as the primary point of contact post-sale, guiding customers through adoption, usage, and value realization.
• Monitor customer health using usage data, NPS, and feedback to proactively address risks.
• Act as initial point of contact for customer escalations, working to resolve issues to customer’s satisfaction.
• Build strong relationships with customers at both operational and executive levels.
• Deliver regular business reviews and product updates tailored to customer goals.
• Collaborate cross-functionally with Sales, Support, Product, Operations, and Marketing teams.
• Advocate for the customer by sharing feedback and feature requests with the Product team.
• Help refine and scale customer success processes and best practices.

Benefits

• Medical, dental, vision, life and disability coverage
• Paid time off
• 401(k) retirement plan with company match
• Flexible spending accounts
• Tuition reimbursement
• Paid parental leave
• Access to a robust library of personal and professional training resources
• Employee discounts
• Critical illness and hospital indemnity coverage
• Access to legal support
• Pet insurance
• Identity theft protection
• Employee Assistance Program (EAP) that includes free mental health resources/support

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees