Client Success Manager

Client Success Manager – Overview

Role at ALERTWest, located in Chico, CA, responsible for driving long‑term client success, retention, and expansion across the ALERTWest platform.

• Serve as primary point of ownership for client relationships across assigned accounts.
• Lead onboarding, training, and ongoing engagement to ensure full operational adoption.
• Conduct recurring business reviews focused on usage, performance, and measurable outcomes.
• Align platform usage with customer workflows, internal tools, risk profiles, and operational priorities.
• Identify and drive expansion opportunities (additional camera deployments, integrations, feature adoption).
• Engage agencies and stakeholders within customer jurisdictions to broaden system usage.
• Communicate platform updates in context of customer operations.
• Act as primary escalation point for client issues, ensuring clear ownership and resolution.
• Maintain structured tracking of issues, status, and follow‑through.
• Translate technical issues into clear communication for customers.
• Proactively identify risks to adoption or satisfaction and address them early.
• Ensure customers are informed of outages, maintenance, or performance impacts.
• Provide guidance on system configuration, workflows, and best practices.
• Support continuous improvement of internal support processes and response standards.
• Coordinate onboarding of new camera deployments with internal teams and external partners.
• Ensure systems are configured, calibrated, and accessible to users.
• Communicate deployment timelines, readiness, and status to customers.
• Support integration of cameras and data into customer workflows.
• Identify coverage gaps and recommend improvements.
• Validate deployments meet operational expectations.
• Monitor fire activity and identify incidents where the platform contributed to detection or response.
• Document and communicate real‑world examples of system impact.
• Engage customers post‑incident to capture feedback and improve usage.
• Track usage and ensure the system is actively used during incidents.
• Translate field feedback into actionable input for product, engineering, and operations.

• 2+ years’ experience in wildfire, fire service, emergency management, or a related operational environment (strongly preferred).
• High School Diploma or equivalent;
  Bachelor’s degree preferred in relevant fields.
• Working knowledge of Incident Command System (ICS) and emergency response coordination.
• Experience in customer support and/or account management.
• Strong presentation and communication skills for effective client interaction and stakeholder engagement.
• Ability to maintain a full‑time schedule and support wildfire emergency response.
• Client‑facing experience such as account management, customer success, or operations support.
• Strong organizational and problem‑solving skills.
• Technical proficiency with software platforms, CRMs, and support systems.
• Ability to manage multiple priorities and adapt to changing conditions.
• Successful completion of post‑offer pre‑employment screening, including physical, drug, and background check.
• Reliable transportation to and from Chico, CA; ability to travel for customer visits and conferences.

• Full‑time on‑site at the ALERTWest office in Chico, CA.
• 5/8 schedule that may require work on weekends and overtime.
• Occasional travel for in‑person client trainings, site visits, and industry conferences.

• Requirements for vision and use of computer systems, keyboard, mouse, and peripherals for prolonged periods.
• Ability to navigate the workplace, travel to customer locations, and occasionally lift up to 50 lbs.

• On‑site cafeteria with daily lunches.
• Group Medical, Dental, and Vision insurance.
• Life insurance.
• 401(k) with 4% employer match.
• Paid sick, vacation, and holiday time.
• Employee Assistance Program (EAP).
• No waiting period for medical benefits (effective 1st of the month after start).
• Competitive compensation: $33‑$43 per hour.