aurelian - Customer Success Manager - West
Requirements
• Experience in 9-1-1/public safety – you have meaningful experience inside a PSAP/9-1-1 center, and you bring a customer-centric mindset thanks to history in Customer Success-adjacent roles at another company serving PSAPs. • A builder’s mentality – you’re energized by creating something from scratch and having real influence over how the role, the team, and the company take shape. • Exceptional communication – you run productive meetings and write clearly and concisely. You’re as comfortable presenting to senior leaders as you are talking with frontline staff. • Analytical instincts – you’re comfortable working with data to spot trends, build a narrative, and back up your recommendations. You bring savvy with AI tools and an openness to using them in new ways. • A proactive disposition – you don’t wait for problems to find you. You track them down and act. • Based in the Pacific time zone, less than one hour from a major airport, with a willingness to travel (~10%) to customer sites and regional events as the work requires. • To learn more about what it's like to work at Aurelian, visit our About Us https://www.aurelian.com/about page and follow us on LinkedIn https://www.linkedin.com/company/aureliansystem to stay up to date!
Responsibilities
• Own renewals and customer growth. You’ll lead the full renewal cycle and build the case for it long before a contract is up so renewing feels like a natural next step, not a negotiation. You’ll spot opportunities to expand what customers do with Aurelian, introduce them to products that fit their needs, and partner with our sales team to bring those opportunities to life. • Keep customers healthy. You’ll stay close to how your customers are doing through platform data, the conversations you have, the feedback they share, and your own instincts. You’ll catch risks early and act on them before they grow, and you’ll help design the health-tracking systems we use to do this well across the team. • Run strategic relationships. You’ll establish a rhythm of meaningful, well-prepared meetings with each customer that demonstrate real, measurable value. You’ll visit customers on-site to deepen relationships and understand their operations and opportunities firsthand. • Be the product expert. You’ll know Aurelian deeply and help customers continuously optimize how they use it. You’ll carry their feature requests back to our engineering team with clear context, surface ideas of your own based on patterns you see across your accounts, and close the loop when their needs are met. • Champion the customer and the company. You’ll advocate for your customers internally while keeping them excited about the road ahead. You’ll surface great customer stories for our marketing team, grow a network of customers willing to serve as references, and help turn quiet successes into visible ones. • Build the function. You’ll document what works, codify lessons from every renewal and review, and shape the Customer Success playbook for yourself and your teammates, both current and future. You’ll do what it takes to ensure customers are well taken care of, including handling frontline support (responding to customer feedback) for your accounts. As we build out a dedicated support team, this responsibility will evolve and transition.
Benefits
• $115K – $140K • Offers Equity • Compensation at Aurelian is based on a variety of factors, including years of experience and qualifications. As a result, actual salary may vary and could fall outside the listed range. The provided range is an estimate and may be modified at any time. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here
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