Senior Customer Success Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Success Manager in United States.

This role provides a strategic opportunity to build and maintain long-term partnerships with large correctional and detention customers. The Senior Customer Success Manager will serve as the primary point of contact, guiding organizations to achieve operational, safety, and efficiency goals through effective product use. You will operate in a highly cross-functional capacity, collaborating with product, training, and internal teams to deliver insights that shape customer success and influence product roadmaps. This position requires a strong understanding of correctional workflows, compliance standards, and institutional priorities, paired with exceptional communication, stakeholder management, and project leadership skills. The role is remote, with some travel, and offers a chance to make a tangible impact on customer operations and organizational outcomes. Candidates will thrive in a fast-paced, mission-driven environment, balancing strategic thinking with hands-on problem solving.

• Act as a trusted consultant and advocate for correctional and detention customers, engaging in regular calls and onsite meetings to drive strategy and execution of customer goals
• Monitor adoption metrics and ensure full utilization of the platform, creating strategic account and customer success plans
• Manage escalations, coordinating across multiple internal teams to resolve product, shipping, or operational challenges
• Communicate key milestones and updates to senior leadership, providing insights and recommendations
• Partner with marketing and training teams to conduct webinars, calls, and educational initiatives
• Maintain deep product expertise to guide proper implementation and operational best practices
• Leverage industry knowledge and best practices to proactively address customer needs and improve workflows

• Experience in corrections, prison, or detention environments, including operational, administrative, or custody/security roles
• Strong familiarity with institutional policies, compliance requirements, security protocols, and staff workflows
• Proven ability to engage and influence correctional stakeholders such as Wardens, Chiefs of Security, and IT teams
• Demonstrated project management skills, tracking multiple customer requests, issues, and strategic plans
• Experience with process improvement initiatives and data-driven tracking of customer adoption
• Exceptional organizational, communication, and presentation skills, both verbal and written
• Bachelor’s degree or equivalent work experience; self-motivated, team-oriented, and focused on exceeding customer expectations
• Comfortable managing high-stress situations and adapting to changing priorities
• Willingness to travel approximately 30–35%, with a preference for candidates located in the Eastern U.S.

• Competitive salary range: $103,500 – $165,600 USD
• 401(k) plan with employer match
• Paid time off and paid parental leave for all employees
• Comprehensive medical, dental, and vision insurance
• Fitness programs and wellness support, including emotional and mental health resources
• Learning and development opportunities for professional growth
• Flexible and supportive work environment focused on meaningful impact

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

 Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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