Senior Customer Success Manager

🕒 il y a 2 mois

🗽 New York – Distant

🗽 New York – Remote

💵 $140 000 - $160 000 / an

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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Multitude Insights

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2023

☁️ SaaS

🏛️ Gouvernement

🤖 Intelligence artificielle

💰 Seed en 2024-06

SaaS • Government • Artificial Intelligence

Multitude Insights est une entreprise SaaS qui développe des logiciels de collaboration sécurisés et conformes aux normes CJIS pour les forces de l'ordre et les agences de sécurité publique. Leur produit phare, BLTN, remplace les bulletins statiques et les fils d'e-mails par une plateforme enrichie par l'IA qui permet aux officiers, détectives et analystes de créer, partager et lier des renseignements entre juridictions en temps réel. La plateforme s'intègre aux systèmes CAD/RMS existants, met l'accent sur la sécurité auditée et le contrôle des données (SOC 2 Type II, CJIS, TX-RAMP), et est conçue pour accélérer les enquêtes et le partage d'informations inter-agences.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• Offers Equity