Customer Success Manager

Summary

Join Prepared as a Local Customer Success Manager and play a pivotal role in ensuring customer satisfaction and driving long-term success for our innovative 911 emergency response technology. You will be the primary point of contact for our customers, helping them maximize the value of our solutions. Your expertise in public safety operations and commitment to world-class service will be crucial in building lasting partnerships. This role involves onboarding new customers, managing relationships, advocating for customer needs, and proactively engaging to identify opportunities for growth. You will also track performance, resolve issues, and contribute to refining our customer success strategy. Prepared offers a competitive salary and benefits package, including remote work options and paid parental leave.

Requirements

• 3+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries
• Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights
• Strong analytical skills and the ability to creatively solve customer needs and drive product adoption
• Proven track record of fostering relationships with key decision-makers and stakeholders
• Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company
• Ability to quickly learn and become proficient in new technologies and systems
• Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs

Responsibilities

• Guide new customers through the onboarding process, ensuring seamless integration and a strong initial experience with our platform
• Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals
• Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development
• Regularly check in with customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience
• Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs
• Focus on customer retention by ensuring high satisfaction, and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes
• Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices
• Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience
• Assist in refining and implementing the customer success strategy, tailoring approaches based on customer feedback, industry trends, and specific 911-related needs

Preferred Qualifications

Direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems)

Benefits

• Remote-First Culture
• Competitive Salary and Equity
• 401k
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Free Membership to OneMedical
• Flexible Paid Time Off + 12 U.S. Holidays
• 12 Weeks of Paid Parental Leave (birthing + non-birthing parents)
• WeWork Membership for All Employees
• Annual Company Offsite