Customer Success Manager

Are you passionate about customer success and managing complex customer relationships? Do you thrive in an environment where you have the freedom to solve problems and exceed expectations? Praetorian is seeking a highly effective customer success manager for our rapidly growing online learning division to manage our growing list of post-sale accounts. Our Online Learning Division provides a state of the art learning management system (LMS) and one of the largest libraries of online training to first responders and local government and is growing at 50% per year.

Based in our Plano, TX office, the Praetorian Digital Customer Success Manager (CSM) will drive success with Praetorian’s online learning customers by partnering with customer decision makers and internal resources to exceed customer business goals and drive adoption leading to growth and renewal throughout the customer lifecycle. This key contributor acts as the single point of contact for Praetorian teams, assigned customers and partners within our accounts. In this role you will own and build long-term strategic relationships with our customers to ensure that they realize the full value from their investment with Praetorian.  This position represents an exciting opportunity to help elevate our learning division and contribute to our mission of helping first responders and local government better protect their communities.

Position Responsibilities

  • Account management of assigned partners and enterprise clients with retention and upsell targets
  • Advocate customer needs and lead issue resolution cross-departmentally
  • Establish a trusted advisor relationship with each assigned client and drive continued value of our products ensuring retention revenue growth and satisfaction
  • Work with clients to establish and meet goals and key performance indicators employing best practices to ensure product adoption and maximize our value proposition
  • Collaborate with the business development team pre-sale and own all post sale activities including renewal and upsell
  • Collaborate with Director of Customer Success to optimize process and improve our products based on client feedback
  • Travel to key accounts and build relationships in person as needed

Qualifications and Experience

  • 1+ years’ experience in a customer facing role with a technology company and bachelor’s degree or equivalent
  • Ability to leverage cross functional business and technical resources to provide timely issue resolution
  • Passion for technology and in particular SaaS tools that solve real world problems
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Experience with Salesforce and CRM tools a plus
  • Strong empathy for customers AND passion for driving revenue and growth
  • Impeccable written and verbal communication skills
  • Thrives in a multi-tasking environment and can own and solve problems on the fly 

This position is full time with a stock option plan and benefits, including health care, dental and retirement. Please send your resume and a brief letter outlining your background.

About Praetorian Digital

Praetorian Digital is the leading digital media company in the public safety and local government market. Our online properties, including PoliceOne.com, FireRescue1.com, EMS1.com, CorrectionsOne.com, Military1.com, and EfficientGov.com are visited by millions of first responders, public safety and government personnel every month and provide resources ranging from news and video content to accredited online training and grant funding assistance. Our rapidly growing Online Learning division provides mandated continuing education to and an industry leading learning management system to more than 1,000 Public Safety departments and municipalities across the United States. Profitable since 2005, Praetorian Digital is currently growing at 20% per year. Overall, we're an energetic company with a strong, creative and supportive culture and focus on profession development and are big believers in balancing work with fun – including regular team building events from Vegas off-sites to cook-offs and more. We’re deeply committed to providing cutting-edge information and resources that help first responders, government officials and military personnel better protect themselves and serve their communities.