Local Customer Success Manager

Emergency centers, vital to our society, are often constrained by technology that dates back to the landline era. This presents a stark contrast to our current smartphone-centric, socially connected world. At Prepared, we bridge this gap with cutting-edge technology that harnesses the power of Artificial Intelligence to revolutionize how emergency calls are handled.  Our innovative technology is providing a suite of tools that significantly boost the capabilities of 911 dispatch centers and first responders. With our solutions implemented in over 800 cities across 48 states, we're positively impacting the lives of approximately 75 million people.

Backed by $27 million in Series B funding led by Andreessen Horowitz, we're scaling rapidly to become a core component of emergency calls nationwide, driving the future of emergency response toward a safer, more agile system.

Joining the Prepared team means more than just a new role. It's a chance to be at the forefront of impactful tech that significantly improves public safety and touches lives across the globe. At Prepared, you're not just part of a team; you're a key player in a larger mission to foster a safer, more interconnected world.

Position Overview

As a Local Customer Success Manager (CSM) you will play a pivotal role in ensuring customer satisfaction and driving long-term success. You will act as the primary point of contact for our customers, responsible for helping them maximize the value of our solutions and services. Your deep understanding of public safety operations, particularly in the 911 space, and commitment to providing world-class service will help us build lasting partnerships and deliver tangible outcomes.

Key Responsibilities

• Onboarding & Training: Guide new customers through the onboarding process, ensuring seamless integration and a strong initial experience with our platform.

• Customer Relationship Management: Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals.

• Advocate for Customers: Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development.

• Proactive Engagement: Regularly check in with customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience.

• Product Expertise: Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs.

• Customer Retention & Growth: Focus on customer retention by ensuring high satisfaction, and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes.

• Performance Tracking & Reporting: Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices.

• Issue Resolution: Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience.

• Customer Success Strategy: Assist in refining and implementing the customer success strategy, tailoring approaches based on customer feedback, industry trends, and specific 911-related needs.

What Make You a Great Fit

• Experience: 3+ years in customer success, account management, or a related field responsible for customer retention and expansion, preferably in the SaaS or public safety industries.

• Communication Skills: Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights.

• Problem-Solving: Strong analytical skills and the ability to creatively solve customer needs and drive product adoption.

• Relationship Building: Proven track record of fostering relationships with key decision-makers and stakeholders.

• Adaptability: Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company.

• Tech-Savvy: Ability to quickly learn and become proficient in new technologies and systems.

• Customer-Centric: Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs.

• Nice to have: direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems).

The base compensation for this role is approximately $70,000 - 75,000 per year, excluding bonus targets and incentive plans. You are also eligible for employee benefits, company equity grants, participation in Prepared’s unlimited vacation program, and free membership to One Medical.

🌎 Remote-First Culture

💰 Competitive Salary and Equity
💸 401k
🩺 Medical, Dental, and Vision Benefits
💲 Flexible Spending Account (FSA)
⚕️ Free Membership to OneMedical
🏖️ Flexible Paid Time Off + 12 U.S. Holidays
🚼 12 Weeks of Paid Parental Leave (birthing + non-birthing parents)
🏢 WeWork Membership for All Employees
✈️ Annual Company Offsite

Want to learn more about Prepared? Check out the links below.

• Prepared, which wants to ‘revolutionize’ emergency 911 calls, raises $27M

• NBC Today Show | 911 callers can now share video of emergencies with dispatchers

• The Verge | iPhones will soon be able to stream live video on 911 calls

At Prepared, we are committed to building a safer and more connected world, and we believe that fostering diversity, equity, and inclusion is essential to achieving this mission. We are a proud equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, veteran status, or any other protected characteristic. We actively seek to create an inclusive environment where diverse perspectives are valued and everyone has the opportunity to contribute meaningfully to our mission of improving public safety and emergency response for all communities.