[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Lexipol is a leader in advancing total readiness for public safety agencies, and they are seeking an Enterprise Customer Success Manager to manage and grow relationships with their largest police and fire customers. This role involves aligning Lexipol's solutions with customer priorities, driving retention and expansion, and ensuring measurable value realization across multiple products and stakeholders.ResponsibilitiesOwn retention and long-term account health for a portfolio of enterprise public safety customers with complex stakeholder environmentsBuild trusted relationships with executive sponsors, command staff, and operational leaders, positioning Lexipol as a strategic partner—not just a vendorProactively identify risk across adoption, engagement, budget cycles, and organizational change; develop and execute mitigation plansLeverage data, usage insights, and qualitative feedback to inform account strategy and leadership visibilityDrive continuous value realization tied to customer goals, compliance needs, and operational outcomesIdentify, scope, and advance expansion opportunities across products, modules, and services within large, multi-department agenciesPartner closely with Sales and Growth teams to lead value-based expansion conversations and support complex deal cyclesDevelop account plans that align customer priorities with Lexipol’s roadmap and capabilitiesConsistently uncover and qualify expansion opportunities that increase ARR and deepen platform adoptionLead high-impact Quarterly and Annual Business Reviews focused on outcomes, ROI, and strategic alignmentDevelop and maintain enterprise success plans with clearly defined objectives, milestones, and success metricsAct as the voice of the customer internally, advocating for enterprise needs and influencing product, services, and process improvementsCultivate advocates and champions for case studies, references, and advisory participation when appropriateOwn the renewal strategy for enterprise contracts, including multi-year agreements and complex pricing structuresPartner with customers and internal teams to manage negotiations, contract changes, and bundled solutionsEnsure accurate forecasting, renewal hygiene, and contract visibility in SalesforceDrive timely renewals while protecting and expanding long-term account valueSkills3-5+ years of Customer Success, Account Management, or related experience in a SaaS or technology-enabled services environmentProven success managing large, complex enterprise accounts with multiple stakeholders and long sales/renewal cyclesStrong experience owning retention, expansion, and renewal outcomes tied to revenue and customer health metricsExecutive-level communication skills, including comfort presenting to senior leaders and facilitating strategic discussionsDemonstrated ability to influence cross-functional teams without direct authorityExperience using Salesforce and reporting on CSM KPIs, health scores, and revenue metricsStrong problem-solving, negotiation, and decision-making skills in high-stakes customer situationsWillingness to travel periodically for key customer engagements and industry eventsExperience working with public safety, government, or highly regulated industriesExperience supporting customers with multi-product platforms and servicesFamiliarity with change management, compliance, or policy-driven environmentsBenefitsCompetitive base salaryMonthly, quarterly, or annual incentiveComprehensive benefits package including 401(k) with Company matchFlexible paid time off planProfessional development and growth opportunitiesCompany OverviewLexipol empowers first responders and public servants with mission-critical solutions to best meet community needs safely and responsibly. It was founded in 2003, and is headquartered in Frisco, Texas, USA, with a workforce of 201-500 employees. Its website is https://www.lexipol.com/.