Senior Customer Success Manager

Job Title: Senior Customer Success Manager

Location: Remote. Central or Eastern Time Zone preferred as the incumbent of this role will be responsible for supporting both domestic and international customers.

About Kaseware:

Kaseware is a dynamic start-up company located in the Denver metro area. We build state-of-the-art software for law enforcement and corporate security customers. We serve those that serve our communities and make our world safer. Being a small business, it is all hands-on deck. Our close-knit team is looking for an individual that is motivated, driven, and ready to fill numerous needs throughout the organization as we continue to grow. Our company culture is something we value and will continue to prioritize throughout our growth. Kaseware invests in our employees and we want teammates who are in for the long haul! 

Kaseware’s team offers a wide range of skills - with expertise in law enforcement, case management, and more, our team is skilled in providing cost effective, strategic planning and execution of large-scale operations across the globe.

We are seeing fast market adoption and an incredible opportunity for this new division to add to our already impressive growth. This is an exciting opportunity for an experienced SaaS Customer Success Manager to work collaboratively with the company’s executives to establish the foundation upon which a world class customer success division will be built.

Job Type: Full-time, Exempt

Senior Customer Success Manager Summary:

As a Senior Customer Success Manager your responsibilities will include managing new projects while developing long-term relationships with a list of customers, connecting with key business executives and stakeholders.  The Senior Customer Success Manager will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. This role is perfect for someone who is looking to leverage their knowledge and processes of customer success to create a division that is aligned with the great service and value Kaseware’s customers have come to expect.

The ideal candidate will have a bachelor's degree and at least 5 years of customer-facing experience in a SaaS business. Candidates should be experienced and well versed in customer success processes and duties and be familiar with a variety of project management best practices and procedures. A wide degree of creativity and latitude is expected as you leverage your experience and best practices to plan and accomplish goals and identify opportunities for continuous improvement.

Responsibilities and Duties: 

• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Drive additional unit sales post implementation of client contracts
• Develop customer loyalty & retention strategies for each account
• Be the primary point of contact and build long-term relationships with customers
• Help customers through email, phone, online presentations, screen-share and in-person meetings
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
• Cultivate strong customer sentiment and reference via proactive and reactive advocacy for customers
• Educate customers on existing and new product features and functionality with emphasis on how features and functionality contribute to customer objectives
• Work as a team with sales executives and other departments on account planning, including focus on account expansion opportunities, reduction of license and adoption whitespace, increased customer sentiment and reduced churn risk
• Identify and report on at-risk customers, including impact on renewals; guide customers through a path to green
• Work closely with Support and Implementation teams, ensuring customers are set up for success, and the transition to Customer Success is seamless
• Perform Success Planning activities (Business Reviews, Success Reviews, Success Path Plans) for onboarded customers
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Responsible for keeping current clients satisfied and delivering exceptional client service 
• Monitor and analyze customer’s usage of our product
• Responsible for working with the Sales team to integrate new clients and develop existing client relationships

Required Education: 

• Bachelor's degree in related field

Required Skills and Experience: 

• Proven Account Management and Customer Success Management or other relevant experience
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience and expertise in communicating with heads of agencies and senior leadership of government organizations
• Experience in delivering client-focused SaaS solutions based on customer needs
• Proven ability to manage multiple customers at a time while paying strict attention to detail
• Intermediate understanding of cloud software (SaaS) 
• Self-motivated and able to thrive in a results-driven environment
• Excellent time and project management skills. You’re always looking to improve inefficient processes
• 5+ years of related experience (Account Management, Customer Success Management, Project Management)
• Expert at Excel, PowerPoint, and Word

Preferred Qualifications:

• Managed $3M+ book of business across multiple customers both Nationwide and International
• Operational, Sales and/or Consulting background in Public Safety or Public Sector Work 
• Understanding of Open Source IOT & ‘low-code/no-code’ software
• Basic understanding of Corporate Security principles

System Knowledge:

• Salesforce, PowerBI, Excel, PowerPoint, Jira, Confluence, Zendesk, Google Workspace

Travel Requirements: Up to 25% travel as needed

Other Requirements:

• Language: English

Benefits:

• Competitive salary and bonus program in an entrepreneurial environment
• Compensation: base + commission
• Excellent health, dental, and vision insurance (70% company paid)
• Unlimited paid time off plan plus paid holidays
• 401k with company matching
• EcoPass provided for Colorado-based employees
• Salary Range: $110,000-$125,000/year

Due to the nature of our business, you must be able to pass a full CJIS compliant fingerprint based background check, which is required for individuals needing access to criminal justice information (CJI).

U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.