Customer Success Manager

Career Main Page Join Our Team Customer Success Manager Remote, US-based position. Candidates must already live in the United States. #LI-Remote “Must be authorized to work in the US” About Lexipol At Lexipol, our mission is to create safer communities by empowering the individuals on the front lines with market-leading content and technology. Trusted by more than 12,000 public safety agencies nationwide, Lexipol delivers a unified platform that helps law enforcement, fire, EMS, corrections, and local government leaders reduce risk, strengthen readiness, and support those who serve. Working at Lexipol means making a meaningful impact—every day. The Role Lexipol is seeking an Enterprise Customer Success Manager to own and grow relationships with our largest, most complex police and fire customers. These accounts represent strategic, high-value partnerships and require a consultative, executive-level approach to success, adoption, retention, and expansion. As the single, strategic point of accountability for assigned enterprise accounts, you will align Lexipol’s full portfolio of solutions to customer priorities, operational realities, and long-term public safety outcomes. You will work cross-functionally with Sales, Professional Services, Support, Solutions, and Product to ensure measurable value realization across multiple products, stakeholders, and agencies. This role is fully remote and reports into Customer Success leadership. What You’ll Do Strategic Retention & Account Health (30%) Own retention and long-term account health for a portfolio of enterprise public safety customers with complex stakeholder environments. Build trusted relationships with executive sponsors, command staff, and operational leaders, positioning Lexipol as a strategic partner—not just a vendor. Proactively identify risk across adoption, engagement, budget cycles, and organizational change; develop and execute mitigation plans. Leverage data, usage insights, and qualitative feedback to inform account strategy and leadership visibility. Drive continuous value realization tied to customer goals, compliance needs, and operational outcomes. Enterprise Expansion & Growth (25%) Identify, scope, and advance expansion opportunities across products, modules, and services within large, multi-department agencies. Partner closely with Sales and Growth teams to lead value-based expansion conversations and support complex deal cycles. Develop account plans that align customer priorities with Lexipol’s roadmap and capabilities. Consistently uncover and qualify expansion opportunities that increase ARR and deepen platform adoption. Executive Engagement & Customer Advocacy (25%) Lead high-impact Quarterly and Annual Business Reviews focused on outcomes, ROI, and strategic alignment. Develop and maintain enterprise success plans with clearly defined objectives, milestones, and success metrics. Act as the voice of the customer internally, advocating for enterprise needs and influencing product, services, and process improvements. Cultivate advocates and champions for case studies, references, and advisory participation when appropriate. Renewal & Commercial Management (20%) Own the renewal strategy for enterprise contracts, including multi-year agreements and complex pricing structures. Partner with customers and internal teams to manage negotiations, contract changes, and bundled solutions. Ensure accurate forecasting, renewal hygiene, and contract visibility in Salesforce. Drive timely renewals while protecting and expanding long-term account value. What You Bring Required Experience 3-5+ years of Customer Success, Account Management, or related experience in a SaaS or technology-enabled services environment. Proven success managing large, complex enterprise accounts with multiple stakeholders and long sales/renewal cycles. Strong experience owning retention, expansion, and renewal outcomes tied to revenue and customer health metrics. Executive-level communication skills, including comfort presenting to senior leaders and facilitating strategic discussions. Demonstrated ability to influence cross-functional teams without direct authority. Experience using Salesforce and reporting on CSM KPIs, health scores, and revenue metrics. Strong problem-solving, negotiation, and decision-making skills in high-stakes customer situations. Willingness to travel periodically for key customer engagements and industry events. Preferred Experience Experience working with public safety, government, or highly regulated industries. Experience supporting customers with multi-product platforms and services. Familiarity with change management, compliance, or policy-driven environments. Target Outcomes Maintain 90%+ enterprise retention annually. Reduce enterprise churn year-over-year through proactive risk management. Drive 15%+ expansion growth within assigned enterprise accounts. Increase adoption of priority solutions and features across top-tier customers. Establish Lexipol as a long-term strategic partner for assigned agencies Why Lexipol Work for a seasoned, customer-centric leadership team. Competitive salary and performance-based incentive structure. Comprehensive benefits, including 401(k) with company match and flexible PTO. Professional development and growth opportunities. Mission-driven, collaborative culture focused on making a real difference in public safety. Opportunity to be a change agent within a rapidly evolving organization. Compensation and Benefits Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan. The base salary compensation range starts at $90,000 plus an annual performance-based bonus. About Lexipol Lexipol is the leader in advancing total readiness for public safety agencies, helping leaders reduce risk, ease administrative burdens, and strengthen community trust. Trusted by more than 12,000 agencies nationwide, Lexipol delivers a unified platform that integrates policy, training, wellness, and reporting to simplify operations and support data-informed decisions. By equipping leaders and teams with the tools, insights, and support they need, Lexipol makes readiness possible—today and for whatever comes next. Learn more at www.lexipol.com . Lexipol Is an Equal Opportunity Employer (EOE) Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training. #LI-KD1 * Required fields First name* Last name* Email address* Location * Phone number* Resume* Attach resume or Paste resume Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume Paste your resume here or attach resume file What’s your citizenship / employment eligibility?* No answer I am a U.S. Citizen/Permanent Resident Non-citizen allowed to work for any employer Non-citizen allowed to work for current employer Non-citizen seeking work authorization I am a Canadian Citizen/Permanent Resident Other LinkedIn profile URL: * Are you at least 18 years of age?* -- No answer -- Yes No Do you currently reside in the United States of America.* -- No answer -- Yes No Are you authorized to work in the United States?* -- No answer -- Yes No Will you now or in the future require sponsorship for employment in the U.S., (e.g. H1-B status)?* -- No answer -- Yes No As a government contractor, Lexipol is required to collect certain demographic information, including veteran status, to ensure compliance with federal regulations. Providing this information is voluntary and will not affect your application. We appreciate your response on the next 2 questions. 1. Do you identify as a veteran of the U.S. Armed Forces? (A veteran is someone who has served in the Army, Navy, Air Force, Marine Corps, Coast Guard, or Space Force, including the Reserves and National Guard.)* -- No answer -- Yes No Prefer not to answer 2. Do you identify as a protected veteran under the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA)? Protected veterans include disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans.* -- No answer -- Yes No Prefer not to answer What is your preferred first name?* Were you referred by a Lexipol employee or from a recruiting agency? If so, please list their name.* Do you have an undergraduate college degree?* -- No answer -- Yes No Please answer all questions professionally. Note: Applications with only periods or dashes for answers, or vague answers such as “Open” or “will discuss in interview”, or "refer to resume" will not be considered. If you do not have experience in the area of the question, please state "no experience with this". We appreciate you taking the time to thoroughly answer all of the questions. How many years of experience do you have as a Customer Success Manager supporting customers in a SaaS or software-focused company?* -- No answer -- 1-3 3-5 5+ In your most recent CSM role, what size of book of business you managed at one time? (#of accounts)* -- No answer -- 1-30 31-50 51-100 101-150 150+ Have you supported enterprise-level customers (complex stakeholders, procurement, renewals, multi-product usage, escalations)?* -- No answer -- Yes No Have you supported customers across multiple products/modules (e.g., policy + training/learning + performance management) or a platform suite?* -- No answer -- Yes No Do you have experience working with public safety, government, or highly regulated industries like law enforcement, fire or any other?* What is your base salary expectation?* Please share any other information that is relevant to this application.* The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. 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