Senior Customer Success Manager
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Job Description
Senior Customer Success Manager guiding Zetron ACOM customers through adoption, retention, and expansion. Supporting mission-critical public safety and communications solutions with cross-functional teams.
Responsibilities:
- Manage a portfolio of ACOM customer accounts across the Americas as the primary post-delivery contact
- Build trusted relationships with executive, operational, and technical stakeholders
- Understand customer goals, challenges, usage patterns, and upcoming needs
- Conduct regular check-ins, business reviews, success planning, account planning, and follow-up
- Monitor customer health signals, support themes, renewal timelines, and adoption indicators
- Escalate risks early and coordinate proactive mitigation plans
- Support customer renewals with CS Operations, Sales, Commercial Operations, and Finance
- Identify upsell and expansion opportunities, including upgrades, service/maintenance contracts, add-on capabilities, and other solutions
- Partner with Sales to qualify and pursue expansion opportunities
- Coordinate with Support, Product, and Engineering to resolve issues and improve customer experience
- Support upgrades and deployment projects as needed
- Capture customer feedback on ACOM products and services and support roadmap development
- Support customer advocacy and referenceability
- Maintain accurate customer information, health updates, renewal status, opportunity details, and action plans in appropriate systems
- Success measured by customer health, satisfaction, retention, risk mitigation, and qualified expansion opportunities
Requirements:
- 8+ years of experience in Customer Success, Solutions Delivery, Technical Account Management, Professional Services, or a similar customer-facing role within Public Safety and/or Critical Communications industries
- Extensive experience with Zetron ACOM or a comparable command and control, dispatch console, or integrated communications platform
- Experience supporting mission-critical software and hardware solutions, including radio, telephony, and system integrations
- Experience managing customer relationships, including proactive outreach, issue follow-up, adoption support, and stakeholder management
- Working understanding of renewals, customer retention, customer health, expansion/upsell motions and associated KPIs
- Ability to understand customer needs, connect them to practical solutions, and work with Sales partners on commercial next steps
- Strong communication, follow-through, and relationship-building skills with technical and non-technical stakeholders
- Ability to lead cross-functional initiatives, manage escalations, and influence outcomes without direct authority
- Ability to manage multiple geographically dispersed customer accounts, timelines, and priorities with good judgment and attention to detail
- Experience managing renewals, maintenance agreements, service contracts, upgrades, and customer change activities
- Familiarity with CRM, Support, and Customer Success platforms such as Zoho CRM, Zoho Desk, Salesforce, Gainsight, or similar tools
- Ability to develop deep knowledge of ACOM capabilities, customer workflows, operating environments, and command and control technical and operational requirements
- Travel requirements: up to 50%
Benefits:
- Medical, Dental, Vision Benefits
- 401(k), including a Company match
- Generous Paid Time Off Packages
- Company paid short-term and long-term disability coverage
- Basic life insurance
- Wellbeing benefits
- Flexible working hours
- Career growth through educational programs and trainings
- 10 paid holidays
- Incentive Bonus Plans
- Perks and discounts
- Supportive and collaborative culture
- Comfortable and casual atmosphere
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