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Lead Customer Success Manager
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Denver, Colorado, United States
company icon Company
Kaseware, Inc.
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Job Title: Lead Customer Success Manager

Location: Local, In-Office, Hybrid schedule

Always wanted to see your work make a real impact? As a rapidly growing firm in the law enforcement and corporate security space, we take pride in building a team of game changers, innovators, and thinkers who are driven to help create a platform that allows our customers to save money, time, and even lives. We are looking for a Lead Customer Success Manager to join our growing team. The Lead Customer Success Manager will be responsible for helping craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. They will also be responsible for leading our current Customer Success team. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. If you thrive in a fast-paced start-up culture, with a passion for delivering the best customer experience, we want you to be a part of our team.

Job Type: Full-time, Exempt

Responsibilities and Duties:

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
  • Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
  • Facilitate interaction and workflow among project team members
  • Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
  • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
  • Communicate effectively with internal teams to better understand customer needs, maximize retention and growth, and share learnings
  • Maintain existing customer-success metrics and data as directed
  • Work with sales and customer operations to identify and encourage upsell and cross-sell opportunities within the existing customer base
  • Lead the Customer Success team, to include providing mentorship to the team, doing team reviews and evaluations, and managing the Customer Success team budget

Required Education:

  • Bachelor's degree or equivalent

Required Skills and Experience:

  • Three to five years of experience in communications, marketing, sales, account management, or customer success
  • Strong skills in verbal and written communications, strategic planning, and project management
  • Analytical and process-oriented mindset
  • Ability to work effectively across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • Experience managing a team

Other Requirements:

  • Language: English


  • Competitive salary and bonus program in an entrepreneurial environment
  • Excellent health, dental, and vision insurance (70% company paid)
  • Unlimited paid time off plan plus paid holidays
  • 401k with company matching
  • Salary range: $90,000-$120,000/year

About Kaseware:

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.

Due to the nature of our business, you must be able to pass a full CJIS compliant fingerprint based background check, which is required for individuals needing access to criminal justice information (CJI).

U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.

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