Customer Success Advocate I (SaaS)

TL;DR

Customer Success Advocate I (SaaS): Managing a portfolio of enterprise accounts to ensure measurable outcomes and product adoption with an accent on relationship management, onboarding, and value realization. Focus on driving customer retention through QBRs, translating customer feedback into product insights, and identifying expansion opportunities.

Location: McKinney, Texas, United States

Company

A global public safety solutions company providing innovative technology platforms to enhance community safety for agencies, forensic labs, and court systems.

What you will do

• Serve as the primary point of contact and trusted advisor for enterprise accounts, aligning product capabilities with business goals.
• Lead standardized quarterly touchpoints and QBRs to showcase delivered value and drive strategic conversations.
• Provide post-implementation coaching to accelerate onboarding and early value realization.
• Analyze usage metrics, telemetry, and support ticket patterns to identify risks and operational inefficiencies.
• Act as the internal voice of the customer, translating needs into actionable insights for Product and Engineering teams.
• Manage renewal conversations and collaborate with Sales to identify upsell and cross-sell opportunities.

Requirements

• Bachelor's degree in Business Administration, Communications, Marketing, Psychology, or a related field.
• 3–5 years of experience in customer success, preferably within a SaaS or public safety environment.
• Proven track record of managing strategic enterprise relationships and ensuring long-term retention.
• Analytical mindset with the ability to interpret usage patterns and customer health indicators.
• Must pass a comprehensive, fingerprint-based background check for compliance with the FBI's CJIS Security Policy.

Culture & Benefits

• Competitive and equitable compensation aligned with role value and market data.
• Comprehensive benefits package.
• Human-led recruitment process with no AI used in hiring decisions.
• Inclusive work environment committed to equity, diversity, and barrier-free accessibility.