Senior Customer Success Manager

🕒 October 1

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Zetron

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1980

💼 Consulting

📦 Logistics

🎖️ Defense

Consulting • Logistics • Defense

Zetron is a worldwide leader in mission critical communications, providing robust solutions that ensure seamless and reliable communication for public safety, healthcare, transportation, and utilities. Their products include centralized command center systems, land mobile radio solutions, and various dispatch and call-taking technologies designed to support emergency response and public safety communications. Zetron’s mission is to empower organizations by facilitating efficient communication, allowing them to remain always ready and always on, even in the most critical situations.

📋 Description

• 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