Customer Success Manager
Join a purpose-driven, fast-growing enterprise software company that is working to transform 9-1-1.
The power to do remarkable things when it matters most is the heart of 9-1-1 and public safety. At RapidDeploy, we believe that regardless of size, geography or budget, everyone in public safety should have access to the data they need when it matters most to save more lives. That’s why, since 2016, our mission has been to reduce emergency response times and improve public safety. We are the industry’s only truly open and integrated emergency response platform with a portfolio of web-based cloud solutions that includes analytics, mapping, dispatch and first responder applications.
Over the past year, we have signed four state contracts and our software has been deployed in more than 400 9-1-1 centers across the U.S. We have increased our annual recurring revenue by more than 20X. We’re hiring passionate team members to help propel us into the next stage of growth.
As a Customer Success Manager, you will be responsible for proactively driving adoption and outcomes that will lead to advocacy across all 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.
What You'll Be Doing at RapidDeploy
- Maintain a consistent and proactive engagement cadence with RapidDeploy customers that covers 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
RapidDeploy, Inc. and its affiliates understand that your privacy is important to you. When you apply for a position with RapidDeploy, we collect and process personal data for recruitment and other related Human Resources purposes. Review our HR Privacy Policy to learn how we collect, use, and protect your personal data in connection with our recruiting and HR efforts
Notice: RapidDeploy’s hiring policy prohibits hiring from existing or prospective customers.