Customer Success Manager (Remote USA - Public Trust Clearance)

RaySecur•Washington, DC

3d•$65,000 - $85,000•Remote

About The Position

The Strategic Customer Success Manager (CSM) serves as the primary post-implementation relationship owner for assigned accounts. This role is responsible for driving customer engagement, adoption, retention, customer health, and long-term success across RaySecur’s hardware, software, and service ecosystem. The CSM partners closely with the Customer Implementation and Sales Teams to ensure a seamless customer transition into long-term operational success. The CSM acts as the voice of the customer internally while coordinating closely with Product, Engineering, Support, Operations, and Sales teams to advocate for customer needs, support issue resolution, and identify opportunities for expanded customer value. This role supports customers, both remotely and in-person, primarily within corrections and correctional facilities, public safety, law enforcement, government, and enterprise security environments.

Requirements

Public Trust Clearance required.
3+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or related customer-facing roles
Experience managing customer relationships within technical, operational, or enterprise environments
Strong communication, relationship management, and executive presence skills
Demonstrated ability to manage multiple strategic accounts and competing priorities effectively
Strong organizational skills with excellent follow-through and attention to detail
Technical aptitude and ability to understand complex hardware and software systems at a functional level
Experience using CRM and customer success platforms (such as HubSpot, Salesforce, Zendesk, Jira, Gainsight, or similar tools), and Microsoft Outlook and Excel.
Ability to travel approximately 25% - 50%
Valid driver’s license and ability to pass customer-required background checks
Security clearances may only be granted to U.S. citizens.

Nice To Haves

Experience supporting customers in corrections, public safety, law enforcement, military, government, or regulated operational environments
Experience working with enterprise technology, operational technology, or security-focused solutions
Familiarity with customer success methodologies, customer health scoring, and adoption-focused engagement strategies
Experience partnering with Sales teams on renewal support and strategic account growth planning

Responsibilities

Serve as the primary strategic relationship owner for assigned customer accounts following implementation and go-live
Build trusted relationships with operational leaders, administrators, and executive stakeholders across customer organizations
Drive long-term customer value, adoption, engagement, retention, and overall account health
Conduct recurring customer check-ins, operational reviews, and strategic business discussions to ensure customers are realizing measurable value from our solutions
Monitor customer and device health indicators, support trends, adoption metrics, and operational usage patterns to proactively identify risks and opportunities
Develop strong operational understanding of customer workflows and security environments to effectively guide customers and coordinate internal support resources
Maintain strong functional understanding of our systems in order to support customer conversations, manage escalations, and coordinate cross-functional issue resolution
Partner cross-functionally with Product, Engineering, Support, Operations, Implementation, and Sales teams to advocate for customer needs and drive resolution of customer-impacting issues
Coordinate customer communications and internal alignment during escalations or operational issues
Maintain accurate and timely account documentation within CRM and customer success platforms
Represent the voice of the customer internally by providing structured feedback regarding product performance, operational workflows, adoption challenges, and customer priorities
Travel within assigned region and occasionally across the U.S. to maintain strong customer relationships, conduct onsite business reviews, and support strategic customer engagement
Ensure customer interactions align with facility access requirements, operational protocols, and security standards within secure customer environments.