Our mission: Transform police force management through an all-in-one, data management and early intervention system.

Senior Customer Success Manager

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 51-200H1B No SponsorCompany Site LinkedIn

Location

Illinois

Posted

55 days ago

Salary

$110K - $125K / year

Bachelor Degree5 yrs expEnglish

Job Description

• Serve as the primary advocate and point of contact for enterprise accounts throughout the entire customer lifecycle — from onboarding to renewal and expansion. • Develop deep, trust-based relationships with executive and operational stakeholders across customer organizations, understanding their business goals, priorities, and success metrics. • Act as a trusted advisor on analytics best practices, helping customers interpret data insights and apply research-driven benchmarks to improve performance. • Lead structured onboarding and implementation activities, ensuring enterprise clients rapidly achieve time-to-value and realize measurable business outcomes. • Drive product adoption, usage expansion, and feature engagement across diverse customer stakeholders. • Monitor customer health scores, usage data, satisfaction (e.g., NPS, CSAT), and other indicators to anticipate needs and mitigate churn risk. • Create and own customized success plans with clear milestones, KPIs, and value metrics aligned to enterprise outcomes. • Conduct regular Quarterly Business Reviews (QBRs) and strategic check-ins with clients to assess progress, adjust plans, and demonstrate ROI. • Collaborate with clients to define success criteria — including internal KPIs like reduced risk signals, improved officer wellness measures, or operational efficiency gains. • Drive contract renewals and identify opportunities for expansion (cross-sell or up-sell) by aligning product value to evolving customer priorities. • Develop customer advocates who can provide testimonials, case studies, or participate in industry events. • Partner closely with Sales, Product, Support, Professional Services, and Analytics teams to deliver coordinated customer outcomes. • Communicate customer feedback and market insights internally to influence product roadmap, documentation, and service enhancements.

Job Requirements

5–10+ years of progressive Customer Success, Account Management, or consultative enterprise-facing experience — ideally in SaaS or data analytics.
Proven success managing complex, multi-stakeholder enterprise accounts and achieving measurable business outcomes.
Strong business acumen with the ability to translate analytics into actionable strategic guidance.
Excellent communication and relationship management skills with senior executives and technical teams.
Data-driven mindset with experience using customer health metrics and analytics tools to drive decisions.
Experience in public sector, government analytics, or performance benchmarking solutions is preferred.
SaaS platform expertise, especially with analytics, data dashboards, or BI tools.
Bachelor’s degree in business, Analytics, Public Policy, or related field.

Benefits

Unlimited Paid Time Off.
Ability to work in a fully remote environment (must be based in the U.S. and willing to work in Central Time Zone).
Summer Half-Day Fridays.
Freed Up Fridays during Spring, Fall, and Winter months to promote productivity and dedicated heads-down work time.
Medical, dental, and vision plan offerings along with 401(k).
Employer-paid Short-Term Disability, Long-Term Disability, and Life Insurance.
Other Voluntary Benefits include additional Life Insurance, Spouse Life Insurance, and Accident Insurance.
The satisfaction that comes with being part of a solution that has real impact in the world.
A diverse workforce and inclusive environment that embraces unique contributions and experiences.
An empowered culture that encourages creativity and professional growth.