Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Managing a portfolio of enterprise public sector clients from trial to implementation with an accent on driving adoption and expanding the footprint of facial recognition technology. Focus on building strong relationships with executive sponsors, identifying growth opportunities, and ensuring high customer satisfaction and retention.

Location: Must be based in the Northeast US (CT, ME, MA, NH, NY, PA, RI, VT, WV), with a strong preference for candidates in FL, NC, or SC.

Salary: $100,000–$115,000 per year

Company

A fast-growing startup providing advanced facial recognition technology to law enforcement and government agencies to help solve crimes and prevent fraud.

What you will do

• Manage enterprise customer accounts from trial through implementation and ongoing delivery.
• Build and maintain strong relationships with key stakeholders and executive sponsors.
• Identify and execute up-sell and cross-sell opportunities within existing accounts.
• Communicate product updates and facilitate the adoption of new features.
• Act as the voice of the customer to provide internal feedback to Product and R&D teams.
• Resolve billing and support inquiries while coordinating small customer projects.

Requirements

• 8+ years of experience in enterprise software or SaaS customer success/account management.
• Specific experience supporting the public sector (military, government, law enforcement, or public safety).
• Proven ability to build and maintain strong customer relationships.
• Proficiency with CRM tools such as Salesforce or Hubspot.
• Must be located in the Northeast US (CT, ME, MA, NH, NY, PA, RI, VT, WV).
• Ability to travel within the United States as needed.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans.
• Unlimited PTO and 13 paid holidays.
• 401(k) retirement plan with equity participation.
• Flexible, 100% remote work environment.
• Wellness programs and Employee Assistance Program (EAP).

Hiring process

• Application review.
• Interview stages.