What your impact will be: Define and optimize customer journey Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening” points (e.g. on usage, NPS), and others Personally manage escalations from your direct reports, and follow a methodical escalation process to executive team Identify opportunities for continuous improvement Drive true value for customers Be an expert on best practices in change management Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor Lead cross-functionally to drive customer success Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those Help foster company-wide culture of Customer Success Drive alignment with Renewals & Expansion and Sales Align with R&E on renewal and up-sell strategy and focus on selling with a retention focus Give feedback to Sales and Marketing on prospecting approach Define CSM involvement during sales cycle Own key metrics for your team Up-sell dollars NPS Annual Recurring Revenue Sales of Premium Support & Success Recruit, mentor, groom and inspire a world-class team Achieve operational excellence by continuously improving in alignment with company goals with regular communications of metrics to team. What we are looking for: BA/BS degree or equivalent work experience Excellent communicator in-person, on the phone, through email and over web presentations Strategic thinker with the ability think and respond quickly in front of customers Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems Passionate about public safety and the technologies that serve them Strong focus on user needs and an intellectual curiosity about the products that help to meet them. What would make you stand out: Direct experience with leading strategy with customer retention focus 5 years of public safety related experience Experience with CRMS systems i.e. Salesforce Highly skilled in MS Suite – PowerPoint, Excel, Word Sales experience is a plus. What we can offer: Opportunity for challenging projects and professional growth 3 weeks’ vacation and 5 personal days Comprehensive benefit package Lifestyle rewards Flexible work options About us: Caliber Public Safety provides Computer Aided Dispatch, Records Management, and Mobile solutions to 1,000 Public Safety agencies across North America. Our customers include Federal & State Police Agencies, County Governments, Large Metropolitan, and mid-small cities. We pride ourselves in providing solutions with data sharing and interoperability at the core of our products. Approximately 40% of our team comes from Public Safety, that is why we share the same passion our customers do. We believe the best way to move our business forward is by taking care of our customers and employees – earning the right to win new business. As a business of Harris Computer Systems, our customers enjoy software for life. Meaning, we will never sunset a product in use by a maintenance paying customer. We are in the business of forever.