Customer Success Manager

Job Description

The Strategic Customer Success Manager (CSM) serves as the primary post‑implementation relationship owner for assigned accounts. This role is responsible for driving customer engagement, adoption, retention, customer health, and long‑term success across Ray Secur’s hardware, software, and service ecosystem.

The CSM partners closely with the Customer Implementation and Sales Teams to ensure a seamless customer transition into long‑term operational success.

The CSM acts as the voice of the customer internally while coordinating closely with Product, Engineering, Support, Operations, and Sales teams to advocate for customer needs, support issue resolution, and identify opportunities for expanded customer value. This role supports customers, both remotely and in‑person, primarily within corrections and correctional facilities, public safety, law enforcement, government, and enterprise security environments.

• Serve as the primary strategic relationship owner for assigned customer accounts following implementation and go‑live
• Build trusted relationships with operational leaders, administrators, and executive stakeholders across customer organizations
• Drive long‑term customer value, adoption, engagement, retention, and overall account health
• Conduct recurring customer check‑ins, operational reviews, and strategic business discussions to ensure customers are realizing measurable value from our solutions
• Monitor customer and device health indicators, support trends, adoption metrics, and operational usage patterns to proactively identify risks and opportunities
• Develop strong operational understanding of customer workflows and security environments to effectively guide customers and coordinate internal support resources
• Maintain strong functional understanding of our systems in order to support customer conversations, manage escalations, and coordinate cross‑functional issue resolution
• Partner cross‑functionally with Product, Engineering, Support, Operations, Implementation, and Sales teams to advocate for customer needs and drive resolution of customer‑impacting issues
• Coordinate customer communications and internal alignment during escalations or operational issues
• Maintain accurate and timely account documentation within CRM and customer success platforms
• Represent the voice of the customer internally by providing structured feedback regarding product performance, operational workflows, adoption challenges, and customer priorities
• Travel within assigned region and occasionally across the U.S. to maintain strong customer relationships, conduct onsite business reviews, and support strategic customer engagement
• Ensure customer interactions align with facility access requirements, operational protocols, and security standards within secure customer environments

• 3+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or related customer‑facing roles
• Experience managing customer relationships within technical, operational, or enterprise environments
• Strong communication, relationship management, and executive presence skills
• Demonstrated ability to manage multiple strategic accounts and competing priorities effectively
• Strong organizational skills with excellent follow‑through and attention to detail
• Technical aptitude and ability to understand complex hardware and software systems at a functional level
• Experience using CRM and customer success platforms (such as Hub Spot, Salesforce, Zendesk, Jira, Gainsight, or similar tools), and Microsoft Outlook and Excel
• Ability to travel approximately 25%
• Valid driver’s license and ability to pass customer‑required background checks

• Experience supporting customers in corrections, public safety, law enforcement, military, government, or regulated operational environments
• Experience working with enterprise technology, operational technology, or security‑focused solutions
• Familiarity with customer success methodologies, customer health scoring, and adoption‑focused engagement strategies
• Experience partnering with Sales teams on renewal support and strategic account growth planning