Customer Success Manager (Southeast/Central)
About The Position
The Customer Success Manager (CSM) will be responsible for proactively driving adoption, product utilization, retention, and customer satisfaction, developing customers into advocates across all accounts. Success of this role is defined by the customer deriving continuous value from RapidDeploy's Lightning product and working with key executives to plan for a successful, long-term and fruitful relationship. In this role, you will closely partner with Delivery (Project Management and Implementation), Support, Account Management, Product and serve as the voice of the customer to impact roadmap enhancements. Location: Remote, based in the US Southeast or Central regions Travel: Up to 70%
Requirements
- 3+ years of experience in a Customer Success, Account Management, or a similar customer-facing role, preferably in SaaS or public safety environments
- Demonstrated track record of solution selling; Skilled in understanding client challenges and effectively positioning SaaS solutions to address their specific business needs
- Experience working with and driving end-user adoption of mobile applications a strong plus
- Proven track record of cross-functional collaboration and experience in change management, training, project management, planning, and process improvement/business transformation
- Solid understanding of cloud computing, enterprise SaaS software, data analytics, and technology in general
- Passion for using technology to make a difference in people’s lives, and ideally some exposure or personal interest in emergency services and Public Safety
- Demonstrated creativity with customer engagement and problem solving
- Ability to proactively listen and communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and can empathetically communicate customers’ pain-points to internal RapidDeploy teams
- Possess an ability to interact with senior leadership to define and execute customer engagement strategies and drive ROI in terms of retention and utilization
- Self-motivated, energetic, proactive team player with innovative ideas, diplomacy, and tact
- Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly
- High school diploma or equivalent
Responsibilities
- Proactively driving adoption
- Product utilization
- Retention
- Customer satisfaction
- Developing customers into advocates across all accounts
- Working with key executives to plan for a successful, long-term and fruitful relationship
- Partnering with Delivery (Project Management and Implementation), Support, Account Management, Product and serve as the voice of the customer to impact roadmap enhancements
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
