Customer Success Manager

As a Customer Success Manager (CSM), you will be at the forefront of building customer relationships and ensuring our clients achieve their desired outcomes through adoption of our scheduling and workforce management platform. Your primary goals are to drive product adoption, expand revenue through upselling, and reduce churn by building trusted partnerships with our clients. Roles and Responsibilities Own the customer lifecycle from Implementation handoff, through the product adoption, renewal, and expansion phases, ensuring a smooth and consistent customer journey. Develop success plans tailored to agency objectives which include ongoing product learning and training. Ensure agencies understand how to use and leverage core modules and features effectively. Assist our agency clients while driving deeper understanding of InTime’s products and modules to meet their agency objectives. Develop strong, long-term relationships with key stakeholders across multiple levels within an agency and beyond, such as associated municipal, county, and state/provincial organizations. Navigate existing customer agencies to better understand their business objectives and align our solutions with their needs. Ensure InTime has the highest level of relationships within the agency’s organization - "Level Up" Retention and Upselling Strategies: Conduct strategic account planning and business reviews to identify agency needs and problems Identify solutions to drive opportunities for upselling additional modules and products within existing accounts, collaborating with the sales team when necessary. Monitor health scores, NPS, CSAT, and other usage metrics to proactively identify and address potential issues. Work with customers to define measurable success outcomes in the public safety industry such as, cost savings, operation efficiency, and increased staff productivity. Cultivate customer advocates by identifying satisfied customers willing to participate in case studies, testimonials, and other promotional activities. Leverage customer success stories to enhance brand reputation and attract new business. Serve as the voice of the customer internally, providing feedback on product improvements and sharing best practices. Lead the renewal process for subscription-based accounts to ensure a high renewal rate and achieve minimum retention metrics of 96% for a given reporting period, such as the quarter or fiscal year. Engage proactively with customers to understand their evolving needs, reinforce the value of our solutions, and mitigate risks. Utilize customer data and analytics to make informed decisions, identify trends, and drive initiatives that positively impact customer success. Achieve OKRs and performance metrics to measure the effectiveness of customer success initiatives and team performance. Use Salesforce, product usage metrics, and other analytical tools to track customer engagement, adoption rates, and success goals, to maintain healthy accounts. Crisis Management: Handle and escape critical customer issues to provide guidance and support to ensure prompt resolutions. Work collaboratively with the commercial and executive teams to manage and mitigate any potential customer challenges. Collaborate with other departments, including Sales, Implementation, Product Management, Development Operations, Marketing, and Leadership team to ensure a cohesive and aligned customer experience. Stay abreast of industry trends, emerging technologies, and best practices in customer success. Participate in yearly professional development plans by way of training programs, conferences, and other industry programs. Qualities and Competencies: Strategic thinker with a focus on achieving customer success and business outcomes Strong analytical and problem-solving skills Excellent organizational and people management abilities Ability to thrive in a fast-paced, dynamic environment Exceptional interpersonal and relationship-building skills Qualifications: Bachelor’s degree in business, marketing, or a related field Proven experience with at least 3 years in customer-facing roles; experience in the SaaS industry preferred Strong leadership and team management skills Excellent communication and interpersonal skills Technical aptitude to understand technical issues and articulate product features Experience with CRM tools (HubSpot), virtual communication tools (Zoom, Slack) and productivity tools (Jira, Miro, and Atlassian) is preferred

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