Are you looking for an opportunity to be part of a fast-growing enterprise software company that saves lives? RapidDeploy is hiring a Customer Success Manager who will be based in Austin, TX.

Our mission is to reduce emergency response times and increase situational awareness for first responders. Our cloud-based emergency 9-1-1 dispatch platform and analytics software is the future of emergency response. In the last 12 months, we’ve signed major customers and have increased our recurring revenue more than twentyfold. In this new stage of growth, we’re looking for passionate, dedicated team members who will play a critical part in building the foundation of our team.

As a Customer Success Manager, you will be responsible for proactively driving adoption and outcomes that will lead to advocacy across all RapidDeploy accounts. Success of this role is defined by the customer deriving continuous value from RapidDeploy and working with key executives to plan for a successful, long-term and fruitful relationship. In this role, you will closely partner with Program Management, Account Management, Product and work cross-departmentally to help identify expansion opportunities.

Notice: RapidDeploy’s hiring policy prohibits hiring from existing or prospective customers.

What you’ll be doing at RapidDeploy:

• Maintain a consistent and proactive engagement cadence with RapidDeploy customers during the phases of the post‐go-live customer journey (from training, onboarding to value realization, and beyond)
• Create Success Plans that outline customers’ business goals and adoption activities needed to meet goals
• Leverage data to track the success of adoption activities and lead regular reviews to discuss progress
• Understand the business value that RapidDeploy provides to customers by documenting their use cases and the financial impact (lives saved, cost saved, productivity improved, etc.)
• Work closely with customers and the Support team to manage expectations; when necessary - act as the point of escalation for customer support issues
• Manage community activities such as: Lunch and Learns, Webinars, as well as assist in leading virtual and onsite Training Sessions
• Contribute to the best-in-class processes, practices, and efficiency by creating, educating, experimenting, and collaborating with team members and our growing customer-base by building practices and playbooks for operating as a top business provider
• Create customer deliverables (training outlines, onboarding presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of individuals from senior executives, to IT and end users
• Act as the bridge; be the voice of customers and serve as an important source for information regarding customers’ business needs and the impact it will have on their business by providing feedback to Product, Sales, Marketing and other teams as needed
• Contribute to the vision and mission of RapidDeploy by helping where you can, as we are a fast-growing technology company in a dynamic market environment

Required Skills:

• Minimum of 5 years of experience in Customer Success, Account Management, or a similar customer-facing role
• Demonstrated track record of successfully managing complex customer relationships in a SaaS environment
• Bachelor's Degree with a technical or business focus preferred
• Solid understanding of cloud computing, enterprise software, data analytics, and technology in general
• Passion for using technology to make a difference in people’s lives, and ideally some exposure or personal interest in emergency services and Public Safety
• Proven track record of cross-functional collaboration and experience in change management, project management, planning, and process improvement/business transformation
• Experience with Salesforce.com, HubSpot and/or Gainsight
• Experience working for an innovative and ideally fast-growing Tech Company
• Demonstrated creativity with customer engagement and problem solving
• Passionate about helping customers maximize the benefits of RapidDeploy
• Possesses an ability to interact with senior leadership in order to drive strategy and ROI
• Ability to communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and can empathetically communicate customers’ pain-points to internal RapidDeploy teams
• Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact
• Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly
• Willingness to take on new tasks and responsibilities
• Ability to travel up to 25% as needed

About RapidDeploy Inc.

• Raised Series A financing from GreatPoint Ventures, Samsung NEXT & Tao Capital 
• Strong revenue growth (20x+ in last 12 months) & huge recent customer wins (e.g., State of California)
• Fast-growing, passionate, mission-driven team – we care about saving lives through technology!
• Offices in Austin, TX and Cape Town, South Africa 
• Medical, dental, and vision insurance options, with benefits that kick in on your first day! Benefits are highly subsidized by RapidDeploy Inc. 
• In addition to 8 observed holidays, RapidDeploy employees receive 20 days of PTO and unlimited sick leave. 

RapidDeploy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status