Senior Customer Success Manager

Multitude Insights•New York, NY

2d•Remote

About The Position

About Multitude Insights Multitude Insights builds modern tools for public safety agencies. Our flagship product, BLTN, transforms siloed law-enforcement bulletins and investigative intel into a searchable, AI-powered network that connects cities, counties, and states. Agencies use BLTN to create, share, and link critical information in real time - surfacing patterns analysts often miss and accelerating case resolution across jurisdictions. We’re backed by top-tier investors and expanding nationwide, with customers from Boston to Seattle to Orange County. Our mission is simple: give law enforcement the clarity and confidence they need to protect the public. We turn information into awareness - and awareness into action. If you want to build category-defining technology that directly impacts community safety - and join a team on a hyper-growth trajectory - this is the place to do the most meaningful work of your career. The Role We’re hiring a Senior Customer Success Manager to build and define Customer Success at Multitude Insights. This is not reactive support - it’s a strategic role focused on ensuring government partners continuously realize measurable value from BLTN. You’ll help design the customer lifecycle, define how we quantify impact, and serve as the voice of the customer internally. Our infrastructure is early - this role exists to build it. Customer Success here is the engine for long-term value, retention, and expansion.

Requirements

6+ years in Customer Success, Account Management, or similar strategic customer-facing roles.
Experience in early- to growth-stage startups (Series A–C/D preferred).
Government technology or public sector experience is strongly preferred.
Demonstrated career progression with increasing ownership and impact.
Proficiency in HubSpot, Slack, Notion, and comfort collaborating in tools like Linear or Jira.
Experience working in fully remote environments.
Builder’s mindset—comfortable creating structure from scratch.
Strategic operator who moves quickly while knowing what scales.
Proactive, data-driven, and high-ownership.
Executive presence and ability to serve as a trusted advisor internally and externally.
Aligned with our core values: Trust, Duty, Urgency.

Responsibilities

Build the Customer Success Function
Help operationalize the full customer journey - from onboarding to adoption, expansion, and renewal.
Create scalable playbooks, engagement cadences, reporting, and tooling across HubSpot, Notion, Slack, and Linear.
Define how we measure and communicate value realization across agencies.
Drive Ongoing Value & Adoption
Ensure agencies achieve measurable outcomes from BLTN.
Proactively surface insights, feature adoption opportunities, and workflow improvements.
Use data to identify risk, strengthen engagement, and support expansion.
Develop and deliver Quarterly Business Reviews to command staff and agency leadership, focused on proving business value and strategic alignment.
Manage the renewal process and forecast for all assigned accounts, ensuring high retention rates and predictable revenue streams.
Elevate the Voice of the Customer
Serve as the internal SME on customer workflows and priorities.
Partner closely with Product and Engineering - comfortably collaborating in tools like Linear - to influence roadmap decisions.
Provide informed, trust-based recommendations grounded in frontline experience.
Be a Strategic Government Partner
Act as a trusted advisor to investigators, crime analysts, command staff, and agency leadership.
Navigate complex, multi-stakeholder public sector relationships with credibility and clarity.
Ensure BLTN becomes core intelligence infrastructure within partner agencies.
Cultivate strong reference accounts and secure customer participation in case studies, testimonials, and marketing events to support revenue generation.