Senior Customer Success Manager, ACOM

Role Overview

The Senior Customer Success Manager will serve as a strategic post-delivery relationship owner, partnering with customers to understand operational goals, monitor account health, drive adoption and satisfaction, and coordinate internal resources to support positive outcomes.

What You Will Do

Manage a portfolio of ACOM customer accounts across the Americas, build trusted relationships with executive, operational, and technical stakeholders, drive proactive engagement, and monitor customer health signals.

Why It Might Be a Fit

Success in this role will be measured by customer health, customer satisfaction, retention, timely risk mitigation, and identification of well-qualified expansion opportunities that align with customer needs.

Requirements

• 8+ years of experience in Customer Success, Solutions Delivery, Technical Account Management, Professional Services, or a similar customer-facing role within Public Safety and/or Critical Communications industries
• Extensive experience with Zetron ACOM or a comparable command and control, dispatch console, or integrated communications platform
• Experience supporting mission-critical software and hardware solutions, including radio, telephony, and system integrations
• Experience managing customer relationships, including proactive outreach, issue follow-up, adoption support, and stakeholder management
• Working understanding of renewals, customer retention, customer health, expansion/upsell motions and associated KPIs
• Ability to understand customer needs, connect them to practical solutions, and work with Sales partners on commercial next steps
• Strong communication, follow-through, and relationship-building skills with both technical and non-technical stakeholders
• Ability to lead cross-functional initiatives, manage escalations, and influence outcomes without direct authority
• Ability to manage multiple, geographically dispersed customer accounts, timelines, and priorities with good judgment and a high degree of attention to detail
• Experience managing renewals, maintenance agreements, service contracts, upgrades, and customer change activities
• Familiarity with CRM, Support, and Customer Success platforms such as Zoho CRM, Zoho Desk, Salesforce, Gainsight, or similar tools
• Ability to develop deep knowledge of ACOM capabilities, customer workflows, operating environments, and command and control technical and operational requirements

Benefits

• Medical, Dental, Vision Benefits
• 401(k), including a Company match
• Generous Paid Time Off Packages
• Company paid short-term and long-term disability coverage, basic life insurance and wellbeing benefits
• Flexible working hours
• The ability to grow your career by attending various educational programs and/or trainings
• 10 paid holidays
• Incentive Bonus Plans
• Perks and discounts
• And more!