Customer Success Manager (NJ / Mid-Atlantic)

Company Overview: Blue Voice is an innovative startup in the AI and public safety space. Blue is a venture-capital backed software platform designed by police leaders, machine learning technologists, Harvard and Wharton MBAs, and veterans. Although founded in 2023, Blue is already used by over 220 departments across 21 states. We are backed by Signalfire and LOVC. We developed Blue Voice to help reduce mistakes, save time, improve community interactions, and foster a culture of continual learning. We ensure officers on the street have swift access to vital information to make informed decisions on law, policy, and more. First responders speak or type questions and our app finds and presents the best answers from department-approved documents. Position: As a Customer Success Manager, you will work closely with the Director of Customer Success to support Blue Voice’s growth, retention, and engagement with Public Safety Agencies nationwide. This role is highly customer-facing, relationship-driven, and ideal for someone passionate about helping public safety agencies succeed while contributing to the growth of a fast-moving SaaS company. The Customer Success Manager serves as a trusted partner to Blue Voice departments throughout the customer lifecycle, helping agencies successfully onboard, adopt, and maximize value from the platform. This role combines strategic relationship management with operational execution and requires strong communication, organization, and problem-solving skills. In addition to managing customer relationships, this position will support key Customer Success operational initiatives that help improve team efficiency, internal coordination, and scalability. The ideal candidate is equally comfortable engaging directly with customers and contributing to the behind-the-scenes processes that strengthen the overall customer experience. A successful Customer Success Manager at Blue Voice takes full ownership of their customer accounts, serving as the primary advocate and strategic partner while remaining accountable for customer engagement, satisfaction, retention, and long-term success. Location: Remote [mid-atlantic region] Key Responsibilities: Customer Relationship Management: Manage and maintain strong relationships with assigned Public Safety Agencies and agency stakeholders. Onboarding & Implementation Support: Coordinate onboarding and implementation efforts for new departments and lead admin trainings and rollout planning Engagement & Retention: Proactively monitor department engagement and identify opportunities to increase adoption by conducting recurring check-ins, trainings, and strategic reviews. Also identify churn risks early and work collaboratively to improve customer outcomes. Renewals: Lead customer renewal efforts by maintaining regular engagement with accounts, preparing renewal materials, communicating value and platform impact, identifying potential churn risks, and partnering with internal teams to secure successful renewals and strengthen long-term customer relationships. Customer Success Operations Support: Assist with operational initiatives that support Customer Success team effectiveness and scalability Cross-Functional Collaboration: Work closely with Sales, Engineering, and Leadership teams to support customer needs and feedback Basic Qualifications: Bachelor’s degree or equivalent professional experience 3–7 years of experience in Customer Success, Account Management, Customer Support, or a related field Ability to travel to department sites for large department onboardings and support (about 20-30% annually) Flexibility to conduct customer calls and meetings outside normal business hours Strong written and verbal communication skills Excellent organizational and time-management abilities Ability to manage multiple priorities and work independently in a fast-paced environment Strong problem-solving and relationship-building skills Comfortable presenting, training, and engaging with customers virtually and/or in person High attention to detail and strong follow-through Proficiency with Google Workspace, CRM tools, and standard business software tools Preferred Qualifications: Experience at companies embedded within local government Personal connection to law enforcement through family, friends or service MBA or equivalent advanced degree