Customer Success Manager

Aurelian

Customer Success Manager for Aurelian, supporting 9-1-1 centers with AI solutions. Focus on customer growth, relationship management, and optimizing platform usage.

Posted 6/25/2026full-timeRemote • California, Oregon, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $115,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

Own renewals and customer growth. You’ll lead the full renewal cycle and build the case for it long before a contract is up so renewing feels like a natural next step, not a negotiation. You’ll spot opportunities to expand what customers do with Aurelian, introduce them to products that fit their needs, and partner with our sales team to bring those opportunities to life.
Keep customers healthy. You’ll stay close to how your customers are doing through platform data, the conversations you have, the feedback they share, and your own instincts. You’ll catch risks early and act on them before they grow, and you’ll help design the health-tracking systems we use to do this well across the team.
Run strategic relationships. You’ll establish a rhythm of meaningful, well-prepared meetings with each customer that demonstrate real, measurable value. You’ll visit customers on-site to deepen relationships and understand their operations and opportunities firsthand.
Be the product expert. You’ll know Aurelian deeply and help customers continuously optimize how they use it. You’ll carry their feature requests back to our engineering team with clear context, surface ideas of your own based on patterns you see across your accounts, and close the loop when their needs are met.
Champion the customer and the company. You’ll advocate for your customers internally while keeping them excited about the road ahead. You’ll surface great customer stories for our marketing team, grow a network of customers willing to serve as references, and help turn quiet successes into visible ones.
Build the function. You’ll document what works, codify lessons from every renewal and review, and shape the Customer Success playbook for yourself and your teammates, both current and future. You’ll do what it takes to ensure customers are well taken care of, including handling frontline support (responding to customer feedback) for your accounts. As we build out a dedicated support team, this responsibility will evolve and transition.

Requirements

What you’ll need

Experience in 9-1-1/public safety – you have meaningful experience inside a PSAP/9-1-1 center, and you bring a customer-centric mindset thanks to history in Customer Success-adjacent roles at another company serving PSAPs.
A builder’s mentality – you’re energized by creating something from scratch and having real influence over how the role, the team, and the company take shape.
Exceptional communication – you run productive meetings and write clearly and concisely. You’re as comfortable presenting to senior leaders as you are talking with frontline staff.
Analytical instincts – you’re comfortable working with data to spot trends, build a narrative, and back up your recommendations. You bring savvy with AI tools and an openness to using them in new ways.
A proactive disposition – you don’t wait for problems to find you. You track them down and act.
Based in the Pacific time zone, less than one hour from a major airport, with a willingness to travel (~10%) to customer sites and regional events as the work requires.

Benefits

Comp & perks

Comprehensive Medical, Dental, Vision & Life insurance
401(k)
Unlimited PTO
Company-wide offsites
Equipment stipend
Relocation assistance
Daily delivered lunches (on us)
Office in Seattle
Start-up Equity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successdata analysishealth-tracking systemsfeature request managementrenewal cycle managementcustomer relationship management

Soft Skills

communicationproactive dispositionanalytical instinctsbuilder's mentalitycustomer advocacy