Customer Success Manager

COMPANY OVERVIEW

PSTrax is one of the fastest growing software companies in the public service industry.  We are a SaaS solution helping First Responders with their operations checks by offering safer and more efficient rig and inventory tracking. We help automate and streamline the operational aspects of our clients’ jobs – saving agencies, on average, 700% in time and cost savings in the first year alone.

PRIMARY PURPOSE AND FUNCTION

The Customer Success Manager (CSM) is responsible for ensuring that our customers are satisfied with the PSTrax platform and are maximizing it to achieve their desired outcomes. They act as trusted advisors, building strong relationships with customers to drive retention, satisfaction, and long-term growth. By understanding customer needs, addressing challenges, advocating withing the company for our customers, and identifying opportunities for expansion, the CSM plays a critical role in enhancing the customer experience and fostering loyalty.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Serve as the primary point of contact for 200-250 accounts, building strong relationships with each customer to drive loyalty and retention.
• Establish and maintain relationships with multiple points of contact at each organization.
• Deliver value-added content (resources, product updates, best practices, industry news, etc.) to each customer at least once every three months via email, phone, or virtual meeting.
• Create and maintain detailed records of customer interactions in the CRM system (HubSpot).
• Collaborate with other teams, including Build, Sales, Marketing, Finance, and Support, to advocate for our customers and deliver a value-driven customer experience.
• Promptly address customer inquiries, either by resolving them (when possible), or routing them to the appropriate department and following up to guarantee a timely resolution.
• Work alongside Build Managers to engage with customers to understand their business goals and ensure successful adoption and utilization of the PSTrax platform.
• Identify and communicate opportunities for upselling or cross-selling to the Sales team based on customer needs and goals.
• Lead virtual “Account Review” meetings with customers to gauge satisfaction, highlight successes, address concerns, and align on future objectives.
• Lead virtual “Touch Base” meetings with customers as needed to ensure that their needs are being met.
• Monitor customer health metrics, identify potential churn risks, and implement strategies to improve retention (more frequent check-ins, resources, etc.).
• Identify opportunities for process improvement and innovation to enhance the customer experience and drive customer success.
• Light travel may be required, limited to a few trips each year.

KNOWLEDGE, EXPERIENCE AND SKILLS

• Previous customer success or account management experience is preferred.
• Associate or Bachelor's degree in related field is a plus.
• Experience in the first responder industry is a plus.
• Strong dedication to customer satisfaction. 
• Ability to multitask, collaborate, and work well within a team environment.
• Key soft skills: Active listening, self-motivation, strong time management, organizational abilities, attention to detail, quick learning, technical proficiency, patience, empathy, adaptability, and a positive outlook.
• Proficient in using technology with an ability to quickly learn new platforms, such as HubSpot, Zoom, Microsoft Office, and Google Suite.
• Excellent verbal, written, and interpersonal communication skills.

ABOUT US

PSTrax was founded in 2009. Our headquarters is in Littleton, Colorado, and we thrive by having a mix of local and remote employees. We are a privately owned, profitable company that encourages and promotes a healthy work-life balance for our team members.

Our six core values include:

1.    We are passionate and committed to helping our clients

2.    We do the right thing and keep our word

3.    We strive for excellence, pushing ourselves toward that goal

4.    We like to have fun and live well-balanced lives

5.    We achieve our goals as a team and help each other

6.    We exhibit professionalism and hold ourselves accountable

COMPANY BENEFITS

• Enjoy a job with meaning and purpose serving first responders
• Work with an innovative, fast-growing company where your work makes a direct impact
• Wear multiple hats in an environment where every day is different
• Enjoy team and company-oriented events throughout the year
• Feel secure with fully covered employee health, dental, and vision insurance
• Employer-paid HSA contributions
• Fully funded short-term disability insurance
• Optional life and long-term disability insurance
• 401K with up to 4% company matching
• Monthly internet stipend

COMPENSATION & OTHER IMPORTANT DETAILS

• Start date: ASAP
• Location: Remote
• Annual salary: $65,000 - $75,000

PSTrax is committed to being an equal opportunity workplace and an affirmative action employer. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. 

Salary : $65,000 - $75,000