Customer Success Lead Manager
Core
Manage and grow a dedicated team responsible for long-term relationship health, operational governance, and service performance for international accounts across Guardian, Kodiak, and Wave On-Prem product lines.
Role type
Senior Customer Success Lead Manager (Team Lead)
Builds
High solution availability, smooth software life cycles, and high customer satisfaction for mission-critical safety and security technology investments.
Domain
Public safety, enterprise communications, and international telecommunications.
Required skills
Team leadership, account governance, incident/problem management, DevOps backlog management, software release lifecycle management, technical communication, cross-functional collaboration, financial reporting, stakeholder management
Preferred skills
SaaS support, broadband PTT (Kodiak), mission-critical dispatch/CAD systems, international public safety environments, TETRA/LMR integration, carrier-grade telecommunications networks
Technologies
ServiceNow, Azure DevOps, Jira, Guardian, Kodiak, Wave On-Prem
Responsibilities
Serve as single point of contact for assigned international accounts; Author and distribute monthly Service Pack reports and deliver quarterly Service Reviews; Co-lead customer Incident and Problem review meetings; Run customer DevOps Backlog Review meetings; Schedule and execute multi-product software upgrade cycles and patching; Raise and track Change Requests (CRs); Draft and dispatch technical customer advisories.
Seniority
Senior, hands-on IC with team leadership
