Customer Success Manager - State & Local
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AI Summary
Manage a portfolio of enterprise public sector customers from implementation through ongoing delivery to drive adoption and expansion. Act as the voice of the customer to provide internal feedback and collaborate with cross-functional teams to optimize platform use.
Customer Success Manager - State & Local
Department: Customer Success
Employment Type: Full Time
Location: Remote USA
Compensation: $80,000 - $125,000 / year
Description
Clearview AI is the leading provider of facial recognition technologies to US law enforcement, state, and federal agencies. Our mission is to help our users solve crimes and prevent financial fraud with the responsible use of our facial recognition software. Our company is a high-octane, fast growing startup looking to hire enthusiastic and intelligent team members to join our team. Candidates must be located in North Carolina or South Carolina. To learn more about us, please visit www.clearview.ai and our revolutionary facial recognition technology.
Responsibilities
- Proactively manage a portfolio of enterprise customers from trial to implementation to ongoing delivery to expand the scope and scale of Clearview AI adoption
- Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits (virtual/in-person), reports, events
- Understand customers’ needs and priorities to optimize the use of their platform
- Identify growth opportunities for up-sell and cross-sell within existing accounts
- Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts
- Effectively communicate application features and product information for new releases and facilitate their adoption
- Be the voice of the customer and provide internal feedback on how Clearview products can better serve our customers
- Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to drive better results
- Resolve billing and support inquiries in a timely and productive manner
- Coordinate small customer projects
- Assist in onboarding new team members
- Additional duties and responsibilities as reasonably required by the employee’s supervisor or CEO
- Manage and optimize enterprise customer accounts, ensuring seamless onboarding, training, and ongoing support, with a focus on improving customer satisfaction and retention.
- Exercise discretion and independent judgment in developing and implementing strategies to address customer needs and challenges, working closely with cross-functional teams such as finance and marketing, to ensure successful customer outcomes.
- As a Customer Success Manager, you will play a pivotal role in shaping the customer experience, driving adoption, and expanding Clearview AI’s footprint within enterprise organizations.
- Other reasonable additional responsibilities that may be asked from time to time
Skills, Knowledge and Expertise
- 8+ years of enterprise software or SaaS customer success/account management with specific experience supporting the public sector (military/government/law enforcement/public safety)
- Experience providing product support at the user level
- Experience using CRM tools (ex: SFDC, Hubspot)
- Well-organized and excellent time management abilities
- Proven ability to collaborate and build strong relationships with customers
- Exceptional oral and written communication skills and attention to detail
- Passion for technology and public safety
- Bachelor's degree or equivalent experience
- Ability to travel within United States
- Candidates based in North and South Carolina are strongly preferred due to team collaboration and business needs
Benefits
- Medical, Dental, Vision, STD and LTD Plans
- FSA - Medical and Dependent Care
- EAP and wellness programs
- 13 Paid Holidays
- Unlimited PTO
- Flexible work environment - 100% remote
- 401(k) plan
The expected annualized salary compensation for this position is between $80,000 - $125,000 with participation in our stock equity plan, and an annual at-target incentive bonus opportunity of at least 10% of salary at 100% achievement (actual achievement % will vary). This estimated salary represents the typical starting rate of candidates hired in a similar role. Factors that may be used to determine your actual salary include relevant experience, skills, and your remote work location.
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