Customer Success Manager – Intrado & Safety, Inc Remote; US​/Canada

Job Summary

Intrado Life & Safety, Inc. is seeking a Customer Success Manager (CSM) to own a portfolio of accounts, guiding customers through onboarding, adoption, and long-term value realization. This full-time, remote role offers $65,000–$90,000/year depending on experience, plus a comprehensive benefits package.

The successful candidate will act as the primary post-sale contact, driving engagement, retention, and growth through strategic relationship management, proactive support, and upselling opportunities.

• Job Title: Customer Success Manager
• Employer: Intrado Life & Safety, Inc.
• Location: Remote (travel required as needed; bilingual French/English may be required depending on location)
• Pay: $65,000–$90,000/year (commensurate with experience)
• Job Type: Full-Time
• Contract Type: Permanent

Intrado is dedicated to saving lives and protecting communities by helping them prepare for, respond to, and recover from critical events. The company unites fragmented communications into actionable intelligence for first responders, striving to be the most trusted, data‑centric emergency services partner.

• Own a portfolio of accounts, ensuring successful onboarding, engagement, and retention
• Act as the primary post‑sale contact, guiding customers through adoption and value realization
• Support renewals and identify expansion opportunities (upsell, cross‑sell)
• Monitor customer health using usage data, NPS, and feedback to proactively address risks
• Act as the initial point of contact for escalations and resolve issues to customer satisfaction
• Build strong relationships with operational and executive stakeholders
• Deliver regular business reviews and product updates tailored to customer goals
• Collaborate cross‑functionally with Sales, Support, Product, Operations, and Marketing
• Advocate for customers by sharing feedback and feature requests with Product teams
• Help refine and scale customer success processes and best practices

• 2–5 years of experience in Customer Success, Account Management, or client‑facing SaaS/tech roles
• Proven track record managing multiple customer relationships and driving renewals/growth
• Strong communication and interpersonal skills across all stakeholder levels
• Ability to analyze data and customer health metrics to inform decisions
• Familiarity with Customer Success platforms and CRMs (e.g., Salesforce) preferred
• Strategic thinking with a customer‑first mindset
• Comfortable working in fast‑paced, collaborative environments
• Willingness to travel as required

• Experience with upselling and expansion strategies
• Bilingual proficiency in French and English (depending on location)

• Competitive salary ($65,000–$90,000/year)
• Medical, dental, vision, life, and disability coverage
• Paid time off and paid parental leave
• 401(k) retirement plan
• Employee discounts
• Pet insurance, identity theft protection, and legal support access
• Employee Assistance Program (EAP) with free mental health resources
• Professional training and development resources

How to Apply:

• Submit your application via Intrado’s careers portal.
• Highlight your customer success/account management experience and SaaS expertise.
• Shortlisted candidates will be contacted for interview.