Senior Customer Success Manager, ACOM in at Zetron

About us

For 40 years, Zetron (a Codan Company) has delivered interoperable end-to-end command & control systems across multiple industries and international markets. With over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries, we are an established global leader in connecting communications centres with field operations, personnel, and constituents.

Zetron has more than 400 employees worldwide, including additions to its development, services, sales, support and back-office teams. Zetron is headquartered in Redmond, Washington (USA), with operations throughout the United States, Canada, the United Kingdom, and Australia to serve its growing global customer base in more than 80 countries around the world.

About the role?

Zetron is seeking a Senior Customer Success Manager to support ACOM customers across the Americas and help them realize ongoing value from their deployed solutions. This role will serve as a strategic post-delivery relationship owner, partnering with customers to understand operational goals, monitor account health, drive adoption and satisfaction, and coordinate internal resources to support positive outcomes.

This is a hands-on senior Customer Success role for someone who can become a trusted advisor to ACOM customers across public (government agency) and commercial customers. The Senior Customer Success Manager will guide customers through adoption, drive value realization, and identify and pursue opportunities for expansion and growth. This role will work closely with Support, Technical Services, Product, Engineering, Sales, and other Customer Experience partners.

Success in this role will be measured by customer health, customer satisfaction, retention, timely risk mitigation, and identification of well-qualified expansion opportunities that align with customer needs.

What makes a successful Senior Customer Success Manager, ACOM?

• Manage a portfolio of ACOM customer accounts across the Americas and serve as the primary post-delivery contact for customer stakeholders.

• Build trusted relationships with executive, operational, and technical stakeholders to understand customer goals, challenges, usage patterns, and upcoming needs related to their ACOM deployments/operations.

• Drive proactive engagement through regular check-ins, business reviews, success plans, account planning, and follow-up on customer priorities.

• Monitor customer health signals, support themes, renewal timelines, and adoption indicators; escalate risks early and coordinate proactive mitigation plans.

• Support customer renewals in partnership with CS Operations, Sales, Commercial Operations, and Finance.

• Identify upsell and expansion opportunities, including upgrades, service/maintenance contracts, add-on capabilities, and other solutions that fit customer needs.

• Partner with Sales to qualify and pursue expansion opportunities, provide customer context, and support a coordinated approach.

• Coordinate across Support, Product, and Engineering to effectively resolve customer issues and improve the end-to-end customer experience.

• Support upgrades and deployment projects, as needed.

• Serve as the voice of the customer by capturing customer feedback around ACOM product and service needs and areas for improvement

• Partner with Product and other internal stakeholders to support ACOM development planning and roadmap development activities.

• Support customer advocacy and reference ability by identifying satisfied customers and helping create positive engagement moments.

• Consistently maintain accurate customer information, health status updates, renewal status, opportunity details, and action plans in the appropriate systems.

As a key member of the team, you must be able to have:

• Working understanding of renewals, customer retention, customer health, expansion/upsell motions and associated KPIs.

• Ability to understand customer needs, connect them to practical solutions, and work with Sales partners on commercial next steps.

• Strong communication, follow-through, and relationship-building skills with both technical and non-technical stakeholders.

• Ability to lead cross-functional initiatives, manage escalations, and influence outcomes without direct authority.

• Ability to manage multiple, geographically dispersed customer accounts, timelines, and priorities with good judgment and a high degree of attention to detail.

• Experience managing renewals, maintenance agreements, service contracts, upgrades, and customer change activities.

• Familiarity with CRM, Support, and Customer Success platforms such as Zoho CRM, Zoho Desk, Salesforce, Gainsight, or similar tools.

• Ability to develop deep knowledge of ACOM capabilities, customer workflows, operating environments, and command and control technical and operational requirements.

TRAVEL: 50%

• Ability to travel overnight
• Short Notice Travel
• Valid Drivers License and Acceptable Driving Record Required

EDUCATION & EXPERIENCE REQUIRED: The following list of requirements are considered the minimum levels of education and experience necessary to perform this job successfully. Any equivalent combination of education and experience that provides the applicant with the knowledge, skills, and abilities to perform the job is acceptable.

• 8+ years of experience in Customer Success, Solutions Delivery, Technical Account Management, Professional Services, or a similar customer-facing role within Public Safety and/or Critical Communications industries.

• Extensive experience with Zetron ACOM or a comparable command and control, dispatch console, or integrated communications platform.

• Experience supporting mission-critical software and hardware solutions, including radio, telephony, and system integrations.

• Experience managing customer relationships, including proactive outreach, issue follow-up, adoption support, and stakeholder management.

Benefits and Culture

Our culture is supportive and collaborative. You will be part of a multidisciplinary team where sharing ideas and innovation is strongly encouraged. Zetron embodies the values of those who work here, embraces diversity, and offers a comfortable and casual atmosphere where people work hard and feel a part of the organization. At Zetron we not only create and stand behind solutions that help save lives, but our employees are also offered a competitive compensation and benefits package.

Our U.S. Benefits include:

• Medical, Dental, Vision Benefits
• 401(k), including a Company match
• Generous Paid Time Off Packages
• Company paid short-term and long-term disability coverage, basic life insurance and wellbeing benefits
• Flexible working hours
• The ability to grow your career by attending various educational programs and/or trainings
• 10 paid holidays
• Incentive Bonus Plans
• Perks and discounts
• And more!