Regional Manager, Customer Success

Zetron, Inc • US,

8d • Hybrid

About The Position

Zetron is seeking a Regional Manager, Customer Success to support customers across an assigned region and help them realize ongoing value from Zetron solutions. This role will serve as a day-to-day relationship owner after delivery, partnering directly with customers to understand their goals, monitor account health, drive product adoption and satisfaction, and coordinate the right internal resources to solve issues and support positive outcomes.

This is a hands-on Customer Success role for someone who enjoys building trusted customer relationships, staying close to customer needs, managing renewals, and identifying practical opportunities for expansion. The Regional Manager will work closely with Sales, Support, Product, Marketing, and other Customer Experience partners to improve the post-delivery customer experience across supported industries.

Success in this role will be measured by customer health, retention, customer satisfaction, effective renewal management, product and service adoption, and identification of well-qualified upsell opportunities that align with customer needs.

We’re hiring Regional Managers, Customer Success across three key regions: West, Central and East

Requirements

• Understand renewals, customer retention, customer health, expansion/upsell motions and associated KPIs.
• Ability to understand customer needs, connect them to practical solutions, and work with Sales partners on commercial next steps.
• Strong communication, follow-through, and relationship-building skills with both technical and non-technical stakeholders.
• Comfort coordinating across internal teams to drive CS initiatives and resolve customer issues.
• Ability to lead cross-functional initiatives, manage escalations, and influence outcomes without direct authority.
• Ability to manage multiple, geographically dispersed customer accounts, timelines, and priorities with good judgment and a high degree of attention to detail.
• Ability to develop a deep understanding of Zetron products and customer workflows related to command and control operations and critical communications.
• 4+ years of experience in Customer Success, Account Management, Professional Services, or similar customer-facing role within Public Safety and/or Critical Communications industries.
• Experience supporting customers and/or stakeholders in public safety, critical communications, or other command and control environments.
• Experience managing customer relationships, including proactive outreach, issue follow-up, adoption support, and stakeholder management.
• Experience with enterprise software, communications systems, and/or complex technology solutions.
• Familiarity with CRM, Support, and Customer Success platforms such as Zoho CRM, Zoho Desk, Salesforce, Gainsight, or similar tools.
• Experience managing renewals, maintenance agreements, service contracts, and technology upgrade activities.

Responsibilities

• Manage a portfolio of regional customer accounts and serve as a primary post-delivery point of contact for customer stakeholders.
• Build trusted relationships with operational, technical, and business contacts to understand customer goals, challenges, usage patterns, and upcoming needs.
• Drive proactive customer engagement through regular check-ins, business reviews, account planning, and follow-up on open customer priorities.
• Monitor customer health signals, satisfaction trends, support themes, renewal timelines, and adoption indicators; escalate risks early and coordinate proactive mitigation plans.
• Support customer renewals in partnership with CS Operations, Sales, Commercial Operations, and Finance.
• Identify upsell and expansion opportunities, including upgrades, service/maintenance contracts, add-on capabilities, and other solutions that fit customer needs.
• Partner with Sales to qualify and pursue expansion opportunities, provide customer context, and support a coordinated approach.
• Coordinate across Support, Product, and Engineering to effectively resolve customer issues and improve the end-to-end customer experience.
• Serve as the voice of the customer by capturing customer feedback around product and service needs and areas for improvement; partner with Product and other internal stakeholders to support planning and roadmap development activities
• Support customer advocacy and referenceability by identifying satisfied customers and helping create positive engagement moments.
• Consistently maintain accurate customer information, health status updates, renewal status, opportunity details, and action plans in the appropriate systems.

Benefits

• Medical, Dental, Vision Benefits
• 401(k), including a Company match
• Generous Paid Time Off Packages
• Company paid short-term and long-term disability coverage, basic life insurance and wellbeing benefits
• Flexible working hours
• The ability to grow your career by attending various educational programs and/or trainings
• 10 paid holidays
• Incentive Bonus Plans
• Perks and discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed