Scaled Customer Success Associate

Overview

Serve as a Scaled Customer Success Associate supporting new and existing public safety clients. Drive adoption, usage, product satisfaction, and retention across a high-volume customer portfolio using data, automation, content, and community engagement.

What you'll do

• Own customer journeys from initial go-live through renewal cycles.
• Analyze usage data to identify unhealthy and at-risk accounts.
• Coordinate digital outreach campaigns to re-engage users and drive adoption.
• Develop and refine scaled customer success processes and operating models.
• Create how-to videos and best-practice self-service resources.
• Manage community forum content and customer questions.

What you'll need

• 3+ years of experience in a customer-facing role, sales, customer advocacy, or public safety.
• Bachelor's degree.
• Ability to analyze data and identify actionable patterns.
• Strong written and verbal communication skills.
• Ability to learn complex software and explain technical features simply.
• Ability to manage a high-volume customer portfolio and collaborate cross-functionally.
• Legal authorization to work indefinitely in the U.S. without employer sponsorship.

Nice to have

• Rave portfolio product knowledge.

Details

• Full-time position.
• Remote work in Illinois.
• Travel is under 10%.
• No relocation provided.