Customer Success Manager-Atlanta, GA Based

💡 Who We Are

Hi there! We’re Carbyne, and every day, we’re on a mission to revolutionize public safety. As the global leader in emergency collaboration technology, we’re building a cutting-edge platform that helps save lives—think live video streaming, real-time chat, and precise location tracking. 

Our tools empower emergency teams to respond faster and smarter, ensuring help reaches those in need ASAP! With partnerships with tech giants like Amazon, Microsoft, and AT&T, we’re innovating life-saving solutions for over 400 million people worldwide 

Are you ready to make a difference with us? Let’s do this! 

🚀 About the Role

In this position, you’ll play a critical part in advancing Carbyne’s mission! Here's your chance to:

• To bring value to our users and promote the usage of Carbyne's technology. This is a high-touch role where you'll be expected to provide excellent results and customer satisfaction. You'll act as an account manager with several responsibilities, including project initiation, operations, training, and onboarding.
• Work closely with our customers to manage all operational activities, ensuring that Carbyne fulfills the contracted KPI/SLA, and serve as the primary escalation point for incident reporting. You'll engage Carbyne's relevant technical resources, when necessary. You'll also collect, analyze and use data and feedback in order to make our customers’ experience with our product seamless, consistent, and exceptional.
  
  

🎯 Here’s What You’ll Be Doing

• Serve as the lead point of contact for any and all matters specific to our customers.
• Develop trusted relationships with decision-makers, key personnel, and IT staff.
• Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices.
• Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders.
• Work closely with internal teams to present, meet, and exceed customer expectations and perceptions.
• Identify and track enhancement requests for future features and functionality.
• Advocate for customer success and adoption.
• Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals.
• Identify upsell opportunities and communicate any potential risks that would threaten renewal.
• Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs.
• Enhance the effectiveness and efficiency of operational processes and systems.
• Develop and implement customer success policies and procedures.
• Identify and implement strategies to improve customer satisfaction and product adoption.
• Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience.

Requirements

🔑 What You Bring

To shine in this role, you’ll need:

• Proven experience as a Customer Success Manager within the SaaS tech industry.
• Must reside in the ATL, GA region

• Experience in generating training materials and executing training sessions on-site/remotely.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Passionate about building lasting customer relationships.
• Ability to think strategically and lead.
• Customer service orientation.
• Comfortable speaking in front of large groups.
• Willingness to travel up to 30% of the time for client visits.
• Proven customer success experience is within SaaS company serving public safety .

Feeling unsure because you don’t check every box? Don’t worry, we’ve been there too. At Carbyne, we value passion, potential, and a willingness to learn. If this role excites you and aligns with your career goals, we encourage you to take a chance and apply! You might be exactly who we’re looking for!

Benefits

🎁 Why You’ll Love It Here

👩🏽‍⚕️ Comprehensive healthcare (medical, dental, vision).
💸 401(k) matching—because your future matters!
🏖️ Unlimited vacation days (yep, really!).
👶 Parental leave—family first!
💪 Health & wellness perks to keep you feeling great. 

☎️$100 monthly allowance for your phone and internet because streaming cat videos and answering emails both count as “work,” right? 

Plus, you’ll join a team that believes in inclusion, equality, and having fun while making a difference. 

🌍 Our Promise

At Carbyne, we celebrate diversity and strive for a workplace where everyone belongs. We’re dedicated to fostering a welcoming and inclusive environment where everyone feels respected, supported, and empowered to succeed! Where every person counts.

Let’s make the world safer together! 

(Note: We are unable to sponsor employment visas at this time.)

The pay range for this position in Atlanta, GA is $80,000 - $95,000 + equity + benefits (including medical, dental, vision and 401K). Base pay offered may vary depending on job-related knowledge, skills, and experience.