Customer Success Manager (NJ / Mid-Atlantic)

Company Overview:

Blue Voice is an innovative startup in the AI and public safety space. Blue is a

venture-capital backed software platform designed by police leaders, machine learning

technologists, Harvard and Wharton MBAs, and veterans. Although founded in 2023, Blue is

already used by over 220 departments across 21 states. We are backed by Signalfire and

LOVC.

We developed Blue Voice to help reduce mistakes, save time, improve community

interactions, and foster a culture of continual learning. We ensure officers on the street have

swift access to vital information to make informed decisions on law, policy, and more. First

responders speak or type questions and our app finds and presents the best answers from

department-approved documents.

Position:

As a Customer Success Manager, you will work closely with the Director of Customer

Success to support Blue Voice’s growth, retention, and engagement with Public Safety Agencies

nationwide. This role is highly customer-facing, relationship-driven, and ideal for someone

passionate about helping public safety agencies succeed while contributing to the growth of a

fast-moving SaaS company.

The Customer Success Manager serves as a trusted partner to Blue Voice departments

throughout the customer lifecycle, helping agencies successfully onboard, adopt, and maximize

value from the platform. This role combines strategic relationship management with operational

execution and requires strong communication, organization, and problem-solving skills.

In addition to managing customer relationships, this position will support key Customer

Success operational initiatives that help improve team efficiency, internal coordination, and

scalability. The ideal candidate is equally comfortable engaging directly with customers and

contributing to the behind-the-scenes processes that strengthen the overall customer

experience. A successful Customer Success Manager at Blue Voice takes full ownership of their

customer accounts, serving as the primary advocate and strategic partner while remaining

accountable for customer engagement, satisfaction, retention, and long-term success.

Location: Remote [mid-atlantic region]

Key Responsibilities:

• Customer Relationship Management:
  Manage and maintain strong relationships with assigned Public Safety Agencies and agency stakeholders.
• Onboarding & Implementation Support:
  Coordinate onboarding and implementation efforts for new departments and lead admin trainings and rollout planning
• Engagement & Retention:
  Proactively monitor department engagement and identify opportunities to increase adoption by conducting recurring check-ins, trainings, and strategic reviews. Also identify churn risks early and work collaboratively to improve customer outcomes.
• Renewals:
  Lead customer renewal efforts by maintaining regular engagement with accounts, preparing renewal materials, communicating value and platform impact, identifying potential churn risks, and partnering with internal teams to secure successful renewals and strengthen long-term customer relationships.
• Customer Success Operations Support:
  Assist with operational initiatives that support Customer Success team effectiveness and scalability
• Cross-Functional Collaboration:
  Work closely with Sales, Engineering, and Leadership teams to support customer needs and feedback

Basic Qualifications:

• Bachelor’s degree or equivalent professional experience
• 3–7 years of experience in Customer Success, Account Management, Customer Support, or a related field
• Ability to travel to department sites for large department onboardings and support (about 20-30% annually)
• Flexibility to conduct customer calls and meetings outside normal business hours
• Strong written and verbal communication skills
• Excellent organizational and time-management abilities
• Ability to manage multiple priorities and work independently in a fast-paced environment
• Strong problem-solving and relationship-building skills
• Comfortable presenting, training, and engaging with customers virtually and/or in person
• High attention to detail and strong follow-through
• Proficiency with Google Workspace, CRM tools, and standard business software tools

Preferred Qualifications:

• Experience at companies embedded within local government
• Personal connection to law enforcement through family, friends or service
• MBA or equivalent advanced degree