The Customer Success Manager will manage a portfolio of enterprise customers, driving adoption and expansion of facial recognition software. They will build strong stakeholder relationships, resolve inquiries, and collaborate with cross-functional teams to ensure customer satisfaction and retention.
Customer Success Manager - State & Local
Department: Customer Success
Employment Type: Full Time
Location: Remote USA
Compensation: $100,000 - $115,000 / 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 one of these states - Kentucky, Indiana, Ohio or Tennessee. 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
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 $100,000 - $115,000 with participation in our stock equity plan. 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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