Customer Success Manager, Senior

Description

 Who We Are: 

Dedicated to making a difference in law enforcement agencies across the U.S., our mission is to transform policing by elevating officer performance with a preventative-based early intervention system. Driven by data science and powered by machine learning, our offering analyzes officer performance data in order to identify potentially problematic behavior. In partnership with the University of Chicago, we’ve developed the world’s largest multi-jurisdictional officer performance database, and the only research-driven, evidence-based early intervention system available in policing today. 

We’re also the only provider of a fully integrated, cloud-based Software-as-a-Service (SaaS) platform that simplifies essential policing workflows. This platform is designed to be a single-source solution for all operational needs, driving extensive efficiency gains and providing best-in-class advanced analytics and insights. 

Benchmark Analytics provides a comprehensive, all-in-one solution that is advancing police force management through state-of-the-art technology and market-leading data and analytics. 

The Role:  

As a Senior Customer Success Manager (Enterprise Accounts) at Benchmark Analytics, you will be the trusted strategic partner?for a select book of high-value enterprise clients — primarily public safety and governmental agencies using our BMS, First Sign®, and C.A.R.E. analytics platforms. You will ensure customers achieve meaningful outcomes, maximize product adoption, retain and expand contracts, and derive measurable value from our solutions.? 

Responsibilities:  

Strategic Customer Relationship Management 

• Serve as the primary advocate?and point of contact for enterprise accounts throughout the entire customer lifecycle — from onboarding to renewal and expansion.? 
• Develop deep, trust-based relationships with executive and operational stakeholders across customer organizations, understanding their business goals, priorities, and success metrics.? 
• Act as a trusted advisor on analytics best practices, helping customers interpret data insights and apply research-driven benchmarks to improve performance.? 

Value Realization & Adoption 

• Lead structured onboarding and implementation activities, ensuring enterprise clients rapidly achieve time-to-value?and realize measurable business outcomes.? 
• Drive product adoption, usage expansion, and feature engagement across diverse customer stakeholders.? 
• Monitor customer health scores, usage data, satisfaction (e.g., NPS, CSAT), and other indicators to anticipate needs and mitigate churn risk.? 

Customer Success Planning & ROI 

• Create and own customized success plans?with clear milestones, KPIs, and value metrics aligned to enterprise outcomes.? 
• Conduct regular Quarterly Business Reviews (QBRs)?and strategic check-ins with clients to assess progress, adjust plans, and demonstrate ROI.? 
• Collaborate with clients to define success criteria — including internal KPIs like reduced risk signals, improved officer wellness measures, or operational efficiency gains.? 

Renewals, Expansion & Advocacy 

• Drive contract renewals and identify opportunities for expansion (cross-sell or up-sell) by aligning product value to evolving customer priorities.? 
• Develop customer advocates who can provide testimonials, case studies, or participate in industry events. 

Cross-Functional Collaboration 

• Partner closely with Sales, Product, Support, Professional Services, and Analytics teams to deliver coordinated customer outcomes.? 
• Communicate customer feedback and market insights internally to influence product roadmap, documentation, and service enhancements.? 

Job Qualifications: 

Required 

• 5–10+ years of progressive Customer Success, Account Management, or consultative enterprise-facing experience — ideally in SaaS or data analytics.? 
• Proven success managing complex, multi-stakeholder enterprise accounts and achieving measurable business outcomes 
• Strong business acumen with the ability to translate analytics into actionable strategic guidance.? 
• Excellent communication and relationship management skills with senior executives and technical teams. 
• Data-driven mindset with experience using customer health metrics and analytics tools to drive decisions. 

Preferred 

• Experience in public sector, government analytics, or performance benchmarking solutions.? 
• SaaS platform expertise, especially with analytics, data d