Client Success Manager

ALERTWest is a state-of-the-art wildfire detection camera system that enables firefighters and first responders to increase their situational awareness and decrease response times in order to save lives, property, and the environment.

ALERTWest utilizes a collaborative model to partner with various agencies to stand up one of the largest fire camera networks in the country, with over 1,000 Pan-Tilt-Zoom (PTZ) cameras in our network. With advanced artificial intelligence (AI) technology at our disposal, our system can detect new incidents and their locations quickly.

Summary:

As a Client Success Manager , you will be responsible for driving long-term client success, retention, and expansion across the ALERTWest platform. This role serves as the primary point of ownership for client relationships, ensuring customers realize measurable value from the system through proactive engagement, structured onboarding, and ongoing operational alignment. You will lead regular client interactions including onboarding, training, and recurring business reviews, while identifying opportunities to expand usage, improve workflows, and strengthen integration into agency and utility operations.

This role requires a strong balance of relationship management, technical understanding, and operational coordination to ensure clients are fully leveraging ALERTWest capabilities.

You will also act as the internal voice of the customer, translating field feedback into actionable insights for product, engineering, and operations teams. Success in this role is measured by client satisfaction, platform adoption, retention, and expansion across accounts.

Additional information:

• This position is a full-time position on-site at our office in Chico, CA. Occasional adjustments based on client needs and operational priorities
• This position is a 5/8’s schedule that sometimes requires adjustments to work on the weekends
• You will be expected to work some overtime on a regular basis, and significant overtime on occasion
• Occasional travel required for in-person client trainings, site visits, and industry conferences

Minimum Essential Duties and Responsibilities

Note:

This job description may not cover every task and duty expected of the employee. In fulfilling the responsibilities outlined herein, employees may be required to undertake additional tasks related to or naturally associated with their role, or to perform duties of a lower-level nature as needed.

Client Ownership and Growth

• Own day-to-day relationships across assigned accounts, serving as the primary point of contact
• Lead onboarding, training, and ongoing engagement to ensure full operational adoption
• Conduct recurring business reviews with customers 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, including additional camera deployments, integrations, and feature adoption
• Engage additional agencies and stakeholders within customer jurisdictions to broaden system usage
• Communicate platform updates in terms of how they impact customer operations and workflows

Operations and Support

• Act as the 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, actionable 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 practical guidance on system configuration, workflows, and best practices
• Support continuous improvement of internal support processes and response standards

Deployment and Integration

• 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 clearly to customers
• Support integration of cameras and data into customer workflows and operations
• Identify coverage gaps and recommend improvements
• Validate deployments meet customers operational expectations

Operational Alignment and Outcomes

• 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
• Ensure the platform is aligned with how customers operate during real-world events
• Track usage and ensure the system is actively used during incidents
• Translate field feedback into actionable input for product, engineering, and operations
• Work fully on-site at the designated shift and worksite for your position
• Maintain composure and professional demeanor while engaging in conversation during challenging situations
• Ability to respond appropriately and professionally to stressful, tense or high emotion situations
• Ability to calm situations and be…