Senior Customer Success Manager, ACOM

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Full Time Regular US

9 days ago Requisition

For 40 years, Zetron (a Codan Company) has delivered interoperable end-to-end command & control systems across multiple industries and international markets. With over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries, we are an established global leader in connecting communications centres with field operations, personnel, and constituents.

Zetron has more than 400 employees worldwide, including additions to its development, services, sales, support and back-office teams. Zetron is headquartered in Redmond, Washington (USA), with operations throughout the United States, Canada, the United Kingdom, and Australia to serve its growing global customer base in more than 80 countries around the world.

Zetron is seeking a Senior Customer Success Manager to support ACOM customers across the Americas and help them realize ongoing value from their deployed solutions. This role will serve as a strategic post-delivery relationship owner, partnering with customers to understand operational goals, monitor account health, drive adoption and satisfaction, and coordinate internal resources to support positive outcomes.

This is a hands-on senior Customer Success role for someone who can become a trusted advisor to ACOM customers across public (government agency) and commercial customers. The Senior Customer Success Manager will guide customers through adoption, drive value realization, and identify and pursue opportunities for expansion and growth. This role will work closely with Support, Technical Services, Product, Engineering, Sales, and other Customer Experience partners.

Success in this role will be measured by customer health, customer satisfaction, retention, timely risk mitigation, and identification of well-qualified expansion opportunities that align with customer needs.

Manage a portfolio of ACOM customer accounts across the Americas and serve as the primary post-delivery contact for customer stakeholders.

Build trusted relationships with executive, operational, and technical stakeholders to understand customer goals, challenges, usage patterns, and upcoming needs related to their ACOM deployments/operations.

Drive proactive engagement through regular check-ins, business reviews, success plans, account planning, and follow-up on customer priorities.

Monitor customer health signals, support themes, renewal timelines, and adoption indicators; escape risks early and coordinate proactive mitigation plans.

Support customer renewals in partnership with CS Operations, Sales, Commercial Operations, and Finance.

Identify upsell and expansion opportunities, including upgrades, service/maintenance contracts, add-on capabilities, and other solutions that fit customer needs.

Partner with Sales to qualify and pursue expansion opportunities, provide customer context, and support a coordinated approach.

Coordinate across Support, Product, and Engineering to effectively resolve customer issues and improve the end-to-end customer experience.

Support upgrades and deployment projects, as needed.

Serve as the voice of the customer by capturing customer feedback around ACOM product and service needs and areas for improvement.

Partner with Product and other internal stakeholders to support ACOM development planning and roadmap development activities.

Support customer advocacy and reference ability by identifying satisfied customers…