Senior Customer Success Manager

🕒 March 25

🗽 New York – Remote

🗽 New York – Remote

💵 $140k - $160k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Multitude Insights

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

☁️ SaaS

🏛️ Government

🤖 Artificial Intelligence

💰 Seed on 2024-06

SaaS • Government • Artificial Intelligence

Multitude Insights is a SaaS company that builds secure, CJIS-compliant collaboration software for law enforcement and public safety agencies. Their flagship product, BLTN, replaces static bulletins and email threads with a searchable, AI-enhanced platform that lets officers, detectives, and analysts create, share, and link intelligence across jurisdictions in real time. The platform integrates with existing CAD/RMS systems, emphasizes audited security and data controls (SOC 2 Type II, CJIS, TX-RAMP), and is designed to accelerate investigations and interagency information sharing.

📋 Description

• Build the Customer Success Function • Help operationalize the full customer journey - from onboarding to adoption, expansion, and renewal. • Create scalable playbooks, engagement cadences, reporting, and tooling across HubSpot, Notion, Slack, and Linear. • Define how we measure and communicate value realization across agencies. • Ensure agencies achieve measurable outcomes from BLTN. • Proactively surface insights, feature adoption opportunities, and workflow improvements. • Use data to identify risk, strengthen engagement, and support expansion. • Develop and deliver Quarterly Business Reviews to command staff and agency leadership, focused on proving business value and strategic alignment. • Manage the renewal process and forecast for all assigned accounts, ensuring high retention rates and predictable revenue streams. • Serve as the internal SME on customer workflows and priorities. • Partner closely with Product and Engineering - comfortably collaborating in tools like Linear - to influence roadmap decisions. • Provide informed, trust-based recommendations grounded in frontline experience. • Act as a trusted advisor to investigators, crime analysts, command staff, and agency leadership. • Navigate complex, multi-stakeholder public sector relationships with credibility and clarity. • Ensure BLTN becomes core intelligence infrastructure within partner agencies. • Cultivate strong reference accounts and secure customer participation in case studies, testimonials, and marketing events to support revenue generation.

🎯 Requirements

• 6+ years in Customer Success, Account Management, or similar strategic customer-facing roles. • Experience in early- to growth-stage startups (Series A–C/D preferred). • Government technology or public sector experience is strongly preferred. • Demonstrated career progression with increasing ownership and impact. • Proficiency in HubSpot, Slack, Notion, and comfort collaborating in tools like Linear or Jira. • Experience working in fully remote environments.

🏖️ Benefits

• Offers Equity