Customer Success Manager

What you'll do

• Own renewals and customer growth. Lead the full renewal cycle and build the case for it long before a contract is up. Spot opportunities to expand what customers do with Aurelian, introduce them to products that fit their needs, and partner with sales to bring those opportunities to life.
• Keep customers healthy. Stay close to how customers are doing through platform data, conversations, feedback, and instincts. Catch risks early and act on them. Help design the health-tracking systems used across the team.
• Run strategic relationships. Establish a rhythm of meaningful, well-prepared meetings with each customer that demonstrate real, measurable value. Visit customers on-site to deepen relationships and understand their operations.
• Be the product expert. Know Aurelian deeply and help customers continuously optimize how they use it. Carry feature requests back to engineering with clear context, surface ideas based on patterns across accounts, and close the loop when needs are met.
• Champion the customer and the company. Advocate for customers internally while keeping them excited about the road ahead. Surface great customer stories for marketing, grow a network of reference customers, and help turn quiet successes into visible ones.
• Build the function. Document what works, codify lessons from every renewal and review, and shape the Customer Success playbook. Handle frontline support (responding to customer feedback) for accounts until a dedicated support team is built.

What we're looking for

• Experience in 9-1-1/public safety – meaningful experience inside a PSAP/9-1-1 center, and customer-centric mindset from Customer Success-adjacent roles at another company serving PSAPs.
• Builder’s mentality – energized by creating something from scratch and having real influence over how the role, team, and company take shape.
• Exceptional communication – run productive meetings and write clearly and concisely. Comfortable presenting to senior leaders and talking with frontline staff.
• Analytical instincts – comfortable working with data to spot trends, build a narrative, and back up recommendations. Savvy with AI tools and openness to using them in new ways.
• Proactive disposition – don’t wait for problems to find you; track them down and act.
• Based in the Pacific time zone, less than one hour from a major airport, with willingness to travel (~10%) to customer sites and regional events.