CUSTOMER SUCCESS MANAGER

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The Customer Success Manager ensures customers achieve successful outcomes by coordinating the delivery of APCO's programs, services, and solutions across all internal departments. Collaborate with internal teams to guide customers from onboarding through adoption, ensuring that all deliverables, milestones, and service commitments are met.

Essential Job Tasks:

• Develop and maintain Joint Success Plans that align customer objectives with APCO's offerings.
• Monitor customer progress and usage of APCO solutions, identify obstacles to adoption, and activate internal resources to ensure timely value realization.
• Conduct regular check-ins and business reviews to communicate performance, measure results, and plan ongoing support tailored to the customer's operational needs.
• Serve as the primary liaison for customer questions, concerns, and escalations. Work with department heads to resolve service issues, remove barriers, and ensure a consistent, coordinated customer experience.
• Document customer feedback and communicate insights back to the appropriate APCO departments to inform product improvements, training needs, and service enhancements.
• Partner with Sales and internal stakeholders to identify expansion opportunities that support both customer goals and APCO's revenue objectives. Maintain accurate records of customer engagement in the CRM and generate reports.
• Support the development of standardized Customer Success processes, playbooks, and templates.
• Participate in continuous improvement initiatives to enhance the customer experience.

Minimum Qualifications: Minimum three years of customer success, account management, project management, or customer service experience


Experience supporting customers in a service-oriented, training, technology, or publicsector environment preferred
Bachelor's degree preferred


Compensation: $45,000.00 - $55,000.00 per year


We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

APCO International is the world's oldest and largest organization of public safety communications professionals and supports the largest U.S. membership base of any public safety association. It serves the needs of public safety communications practitioners worldwide - and the welfare of the general public as a whole - by providing complete expertise, professional development, technical assistance, advocacy and outreach. APCO International is headquartered in Daytona Beach, FL, with an additional office in Alexandria, VA.