Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.
Responsibilities:Job Summary:
We are seeking a dynamic and customer-focused professional to join our team as a Customer Success Manager. In this role, you will own a portfolio of accounts, guiding customers through onboarding, adoption, and long-term value realization. You will be the primary post-sale contact, responsible for driving engagement, retention, and growth through strategic relationship management and proactive support.
The ideal candidate will have a proven track record in customer success or account management, strong communication skills, and the ability to collaborate cross-functionally. Experience with upselling is highly preferred. This role may require travel and bilingual proficiency in French and English depending on location.
Key Responsibilities:
Customer Success
Own a portfolio of accounts, ensuring successful onboarding, engagement, and long-term retention.
Support renewals by managing timelines, value delivery, and stakeholder alignment. Identify expansion opportunities (upsell, cross-sell) and partner closely with Sales or Customer Success leadership to pursue them.
Act as the primary point of contact post-sale, guiding customers through adoption, usage, and value realization.
Monitor customer health using usage data, NPS, and feedback to proactively address risks.
Act as initial point of contact for customer escalations, working to resolve issues to customer’s satisfaction.
Build strong relationships with customers at both operational and executive levels.
Deliver regular business reviews and product updates tailored to customer goals.
Collaborate cross-functionally with Sales, Support, Product, Operations, and Marketing teams.
Advocate for the customer by sharing feedback and feature requests with the Product team.
Help refine and scale customer success processes and best practices.
Qualifications:
2–5 years of experience in Customer Success, Account Management, or a client-facing role in SaaS or tech.
Proven track record of managing multiple customer relationships and driving renewals or growth.
Strong communication and interpersonal skills — comfortable engaging stakeholders from end users to executives.
Ability to analyze data and customer health metrics to inform decisions.
Familiarity with Customer Success platforms and CRMs (e.g., Salesforce) preferred.
Strategic thinking with a customer-first mindset.
Comfortable working in a fast-paced, collaborative environment.
Language:
Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan, and several that go above and beyond – paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more! Apply today to join us in work worth doing!
The starting salary is anticipated between $65,000 and $90,000 and will be commensurate with experience.
Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.