Customer Success Manager

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Airwave

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1928

🔐 Security

📡 Telecommunications

🏢 Enterprise

Security • Telecommunications • Enterprise

Airwave is a company that develops and connects technologies to enhance safety and security, with a focus on critical communications, command centers, and video security systems. Airwave's systems are designed to operate in harsh conditions, ensuring clear communication and robust incident management. The company employs AI-driven analytics for risk assessment and provides managed services to keep technologies secure and up-to-date. Airwave's ecosystem also integrates emergency management and situational awareness solutions to support public safety and enterprise security. By offering a proactive approach to safety, Airwave enables collaboration between public safety agencies and various enterprises.

📋 Description

• Serve as the primary point of contact for key customers throughout the customer lifecycle, including onboarding, adoption, advocacy, renewal, and expansion • Guide customers to become product experts by training users and teams to confidently use the platform independently • Monitor customer health metrics and lead regular business reviews to celebrate wins, uncover risks, and identify growth opportunities • Proactively identify churn or downgrade risks and build action plans to improve retention and customer outcomes • Build strong executive and user-level relationships, acting as a trusted advisor to stakeholders across the organization • Partner cross-functionally with Product, Sales, Marketing, and Support to improve the customer experience and drive long-term success • Represent the voice of the customer internally by sharing feedback, trends, and recommendations that influence product roadmap and strategy • Support product launches and validate new releases to ensure enhancements are customer-ready • Create scalable customer education resources such as training materials, demo videos, help documentation, and best practices guides • Help improve and scale the Customer Success function by identifying process improvements, new engagement strategies, and operational efficiencies • Establish and measure weekly, monthly, and quarterly goals tied to customer adoption, retention, and satisfaction • Introduce and champion AI tools and workflows, including helping the team adopt tools like Claude and AI coworkers to work smarter and faster

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role • Experience working with field service, mechanical, technician-based, or operations-heavy businesses strongly preferred • Strong business acumen with the ability to understand customer workflows and translate product value into business outcomes • Proven ability to build trust and drive results with a broad range of stakeholders, from executives to frontline users • Demonstrated success resolving complex customer issues, strengthening relationships, and turning detractors into advocates • Comfortable learning new technologies quickly and speaking confidently about software solutions • Experience using CRM and Customer Success platforms preferred • Well versed in AI tools and excited to bring new ideas, train others, and help integrate AI into day-to-day work • Strong written communication skills with experience creating documentation, training resources, and process maps • Highly organized, goal-oriented, and adaptable with a growth mindset • Ability to thrive in a fast-moving environment where you can build processes while delivering results

🏖️ Benefits

• Health insurance • Retirement plans • Professional development opportunities • Flexible work arrangements