Customer Success Manager-Atlanta, GA Based

Carbyne - Customer Success Manager

About Carbyne: Carbyne provides emergency collaboration technology solutions including live video streaming, real-time chat, and location tracking to help public safety teams respond more effectively to emergencies.

Role Overview: Manage operational activities and serve as primary point of contact for customer accounts to ensure contract KPI/SLA fulfillment. Act as account manager responsible for project initiation, operations, training, and onboarding while promoting product adoption and customer satisfaction.

Location: Atlanta, GA region with up to 30% travel for client visits.

Key Responsibilities:

• Serve as lead point of contact for customer matters and develop trusted relationships with decision-makers and IT staff
• Maintain regular communication with customers following established best practices and provide quarterly product usage analytics
• Collaborate with internal teams to meet and exceed customer expectations while identifying enhancement requests
• Partner with sales team to develop customer success plans and identify expansion opportunities
• Master product capabilities to promote customer adoption and communicate relevant features for specific business needs
• Generate training materials and execute on-site and remote training sessions for customer teams
• Develop and implement customer success policies and procedures to improve satisfaction and adoption
• Identify upsell opportunities and monitor potential renewal risks

Qualifications:

• Proven experience as Customer Success Manager in SaaS technology industry serving public safety sector
• Experience creating training materials and delivering training sessions both on-site and remotely
• Strong client-facing communication skills with ability to speak to large groups
• Advanced troubleshooting and multi-tasking abilities with customer service orientation
• Strategic thinking and leadership capabilities with focus on building lasting customer relationships

Compensation & Benefits: $80,000-$95,000 plus equity Comprehensive healthcare, 401k matching, unlimited vacation, parental leave, $100 monthly phone and internet allowance