Customer Success Manager, US SLED

📋 Description

• • As a Customer Success Manager (CSM) for Dataminr's US State, Local, and Education (SLED) sector, you will be instrumental in driving the adoption, renewal, and expansion of our groundbreaking First Alert product. This role is pivotal in ensuring our public sector clients achieve their strategic objectives by leveraging Dataminr's AI-powered real-time event detection capabilities. You will act as a trusted advisor, deeply understanding customer needs and advocating for them internally, while also identifying opportunities for account growth.
• • Your primary responsibility will be to foster strong, long-term relationships with your assigned portfolio of SLED customers. This involves developing and executing tailored success plans that align with their unique operational requirements and strategic goals. You will be the go-to expert on the First Alert platform, guiding customers through its features and functionalities to maximize its value.
• • A key aspect of this role is driving product adoption and ensuring seamless integration of First Alert into customer workflows. You will design and implement scalable programs, conduct capability briefings, deliver product demonstrations, and provide comprehensive training to empower users. Regular check-ins and proactive engagement will be crucial to maintain high levels of customer satisfaction and product utilization.
• • You will serve as the voice of the customer within Dataminr, collecting valuable feedback on product performance, usability, and desired enhancements. This feedback will be articulated clearly and concisely to our product and engineering teams, directly influencing the future development of the First Alert platform and ensuring it continues to meet the evolving needs of the SLED sector.
• • Success in this role hinges on your ability to translate complex technological concepts into actionable insights for a diverse range of stakeholders, from technical users to senior decision-makers. You will leverage data-driven metrics and reporting to proactively identify potential risks to retention and opportunities for account expansion, ensuring the continued success and growth of your customer base.
• • Dataminr is at the forefront of AI innovation, with technologies like Regenerative AI (ReGenAI), Agentic AI (Intel Agents), and Multimodal AI. As a CSM, you will help customers understand and harness these advanced capabilities to gain critical real-time intelligence on unfolding events, threats, and risks, thereby enhancing their ability to respond effectively and protect their communities.
• • You will collaborate closely with other Customer Success colleagues to share best practices, drive collective success, and contribute to a high-performing team environment. Your ability to manage multiple competing projects and deadlines with a high degree of accountability will be essential for navigating the dynamic landscape of customer success.
• • This role requires a proactive and strategic mindset, focusing not just on product usage but on helping customers achieve tangible outcomes that align with their mission-critical objectives. You will be an advocate for customer success, ensuring they derive maximum value from their investment in Dataminr's solutions.
• • The opportunity to work with cutting-edge AI technology and apply it to critical public sector use cases, such as national security, emergency management, and public safety, makes this a uniquely impactful and rewarding position. You will be contributing to a mission-driven organization that is dedicated to using technology for the greater good.
• • Travel will be required to client sites within your assigned territory domestically, approximately 30% of the time, to foster strong in-person relationships and provide on-site support and strategic guidance.