[Hiring] Customer Success Manager @Blue Voice

Role Description

As the first Customer Success Manager at Blue Voice, you will report to the CEO and CTO and play a pivotal role in ensuring our customers—primarily law enforcement and first responder departments—maximize the value of our platform. You will act as a trusted advisor and advocate, bridging the gap between users and our internal teams to foster strong relationships, drive adoption, and deliver exceptional experiences that align with our mission.

Key Responsibilities

• User Engagement & Adoption: Monitor user engagement and department health metrics, building tailored initiatives to boost adoption and retention.
• Relationship Building: Build strong relationships with department administrators and users, ensuring they feel supported and confident in using the platform effectively.
• Issue Resolution: Identify and address issues, such as broken workflows or user challenges, by coordinating with internal teams to resolve them promptly.
• Communication: Create and share regular updates, feature announcements, and instructional materials to keep users informed and engaged.
• Feedback Collection: Gather feedback from administrators and officers through calls, surveys, and focus groups, using insights to guide product improvements and ensure department success.
• Create and track all metrics and specifically SaaS metrics, including daily active users, monthly active users, number of agencies, department demographics, Expansion MRR/ARR, customer churn MRR/ARR, and in the future NPS or customer engagement scores.

Qualifications

• Bachelor’s degree or equivalent work experience in customer success, account management, or related fields.
• 3+ years of experience in customer success, support, or related roles, ideally in SaaS or GovTech environments.
• Strong project management skills with the ability to juggle multiple tasks and competing priorities.
• Excellent written and verbal communication skills, with the ability to engage effectively with diverse audiences.
• Able to quantitatively analyze user data and customer trends and draw insightful conclusions and translate them into actionable engagement plans.
• Familiarity with tools like Amplitude, Slack, Wix, and Loom, or demonstrated ability to learn new tools quickly.
• Open to travel and meeting customers in person to foster strong relationships and conduct success functions.

Preferred Qualifications

• Previous experience in management consulting, GovTech, or related industries.
• Experience working in early-stage startups and thriving in a fast-paced, dynamic environment.
• Strong understanding of customer success best practices, including onboarding, retention, and engagement strategies.
• Experience coordinating with engineering and product teams for feature tracking and implementation.
• Familiarity with email marketing tools and crafting clear, engaging user communications.

Personality Traits

• Proactive Problem Solver: Excels in navigating uncertainty and taking initiative to identify and solve problems without needing precise instructions.
• Empathetic Connector: Strong personal connection to law enforcement, whether through family, friends, or lived experiences, fostering a deep understanding of the challenges faced by officers and departments.
• Customer-Centric: Passionate about helping customers succeed, with a solution-oriented mindset.
• Detail-Oriented: Organized and meticulous, with a knack for identifying gaps and creating actionable solutions.
• Adaptable: Agile and comfortable working in a fast-changing environment with evolving priorities.

Benefits

• Total competitive cash compensation between $110,000 and $160,000.
• Potential for equity offering.
• Opportunities for leadership and career growth in a fast-growing startup.
• Flexible working hours, remote work, and opportunity for travel.
• Comprehensive health and wellness benefits.

Application Process

For more information or to apply, please send your resume and any relevant portfolio or project links to [email protected] .