Customer Success Manager-Sales & Marketing

Job Title:  Customer Success Manager-Sales & Marketing

Location: Denver, CO, In-Office, Hybrid schedule or Remote

Kaseware is a dynamic start-up company located in the Denver metro area. We build state-of-the-art software for law enforcement and corporate security customers. We serve those that serve our communities and make our world safer.

Being a small business, it is all hands-on deck. Our close-knit team is looking for an individual that is motivated, driven, and ready to fill numerous needs throughout the organization as we continue to grow. Our company culture is something we value and will continue to prioritize throughout our growth. Kaseware invests in our employees and we want teammates who are in for the long haul! Kaseware’s team offers a wide range of skills and collectively has over 100 years of experience in Public Safety. With expertise in Law Enforcement/Case Management/etc., our team is skilled in providing cost effective, strategic planning and execution of large-scale operations across the globe.

We are seeing fast market adoption and an incredible opportunity for this new division to add to our already impressive growth. This is an exciting opportunity for an experienced SaaS Customer Success Manager to work collaboratively with the company’s executives to establish the foundation upon which a world class customer success division will be built.

As a Customer Success Manager, you will work closely with customers after the sale to ensure their continued success, drive adoption and uncover opportunities for upselling and cross-selling. Your efforts will directly contribute to customer retention, expansion and long-term revenue growth, aligning with the broader goals of the Sales & Marketing team. 

This role will report to the Director of Account Engagement. 

Job Type: Full-time, exempt

Responsibilities and Duties:

CUSTOMER RETENTION & ENGAGEMENT:

• Develop customer loyalty & retention strategies for each account
• Be the primary point of contact and build long-term relationships with customers
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors
• Cultivate strong customer sentiment and reference via proactive advocacy for customers
• Execute EBRs semi-annually with customers to re-align on long-term vision, address customer pain points and set business goals

UPSELL & CROSS-SELL:

• Identify opportunities for upselling and cross-selling within the existing customer base, to increase revenue growth
• Work as a team with sales executives and other departments on account planning, including focus on account expansion opportunities, reduction of license and adoption whitespace, increased customer sentiment and reduced churn risk
• Identify and report on at-risk customers, including impact on renewals; guide customers through a path to green

CUSTOMER ADVOCACY & FEEDBACK:

• Serve as the voice of the customer internally, collecting feedback to improve the product and overall customer experience
• Help customers share their success stories, and contribute to the creation of customer case studies, testimonials and reviews to support marketing efforts
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

COLLABORATION WITH SALES & MARKETING

• Work closely with the sales team to ensure smooth handoffs and alignment on customer expectations
• Partner with marketing team to develop customer-driven content and campaigns that highlight success stories and product use cases

REPORTING & METRICS:

• Forecast and track key account metrics (e.g. churn rate, retention rate, cSAT scores, expansion revenue)
• Provide insights to the Sales & Marketing team to inform retention strategies and refine customer engagement practices 
• Exceed Customer Success Team cSAT and NPS goals through exceptional customer service 
• Exceed Customer Success Team annual churn reduction goal by identifying customer pain point gaps, and resolve through collaboration with product, engineering and sales teams 

Required Skills and Experience:

• Strong Communication Skills: Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Customer Centric: A passion for helping customers achieve success and driving outcomes that enhance long-term value
• Sales Acumen: Proven track record of identifying upsell