• Oversee day-to-day operations of the Customer Success Managers. • Partner with various sales partners to ensure CSMs have a key alignment with sales. • Develop the team as a distinct entity from the other CSM departments in order to align with business goals. • Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning the cross-functional efforts needed to improve the customer journey. • Act as the point person for any client complaint or escalation and see through resolution. • Beat and exceed expectations set for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention. • Assist in team deployment of quarterly initiatives and new policies & procedures.

• Own NRR, gross retention, and customer health across your account portfolio • Lead onboarding, ongoing engagement, and executive business reviews for complex manufacturing enterprises • Facilitate cross-functional alignment between customer technical and operations teams and our internal stakeholders • Proactively monitor solution performance, identify expansion opportunities, and advise on best practices • Manage escalations end-to-end, maintaining high customer satisfaction • Build CS infrastructure in parallel: playbooks, health scoring, processes, tooling • Represent the customer perspective in internal product and strategy discussions • Hire and develop the CS team as the function scales

Role Description First Due is hiring a State Client Success Manager (CSM) to own success, retention, and growth for our State EMS customers across the United States. This role serves as the primary relationship owner, strategic advisor, and operational partner for state-level EMS organizations and affiliated agencies. As the State CSM, you will drive adoption and measurable outcomes across complex, multi-stakeholder environments. You will lead state account strategy from onboarding through renewal, support RFP and procurement efforts, and work cross-functionally to ensure data and operational compliance with national and state requirements. You will also act as an internal enablement leader—guiding and mentoring Implementation, Client Success, and Support teams to raise the quality and consistency of EMS service delivery across First Due’s client base. Key Responsibilities - Client Relationship Management - Serve as the main point of contact for all state accounts. - Build and maintain strong relationships with key stakeholders across various state agencies and statewide EMS organizations. - Develop a deep understanding of each state’s unique challenges, procurement processes, and solution needs. - Provide direct support to state organizations, ensuring timely guidance and issue resolution. - Ensure client satisfaction by proactively identifying areas of improvement and advocating for client interests internally. - Customer Success, Retention & Growth - Act as the Client Success Manager for all state clients, ensuring successful onboarding, engagement, and renewal. - Drive adoption and continued engagement of the First Due platform across statewide programs and distributed stakeholder groups. - Monitor account health and usage metrics; conduct regular check-ins, performance reviews, and executive business reviews. - Proactively identify at-risk accounts and execute action plans to strengthen satisfaction and retention. - Partner with Sales on renewal strategy, contract expansion, cross-sell opportunities, and RFP-related pursuits. - Participate in RFP content generation by contributing product positioning, outcomes, implementation approach, and state-specific requirements. - Assist in the development and implementation of client communications and operational workflows for renewals, feedback, and support escalation. - Contract Stewardship & Compliance - Develop strong knowledge of contracts for supported state organizations, including scope, SLAs, deliverables, timelines, and renewal terms. - Ensure First Due is adhering to contractual requirements and proactively flag risks, gaps, or changes needed to maintain compliance. - Coordinate with internal teams (Legal, Finance, Sales, Services, Support) to align contract obligations with delivery execution and customer expectations. - Support renewal preparation by maintaining accurate documentation of performance, deliverables, and contract-related milestones. - Compliance, Initiatives & Cross-Functional Execution - Work with Service teams to ensure data compliance with all national and state requirements. - Identify, solution, and implement initiatives and projects that improve compliance, adoption, and statewide outcomes. - Collaborate with internal Service teams (Implementation, Support, CS, Data/Reporting, etc.) to improve compliance across all states. - Establish repeatable playbooks, best practices, and escalation paths for state-level EMS clients. - State Market Intelligence & Enablement - Research and document the current solution stack, renewal schedules, and procurement posture for state accounts. - Identify and maintain direct points of contact within key state agencies and related statewide stakeholder networks. - Collaborate with leadership and legal to establish standard processes around sole-source procurement and renewal protest strategies. - Support Product and Marketing teams with field insights to inform positioning, messaging, and feature development. - Collaborate with Product to improve state solution offerings and ensure the roadmap reflects state EMS requirements. - Provide guidance and mentorship to Implementation, Client Success Managers, and Support teams to strengthen service delivery for EMS clients across the broader First Due customer base. - Participate in user groups, conferences, and regional/national EMS events to strengthen relationships within the state EMS community. Qualifications - Experience working with State EMS organizations, state government agencies, or statewide public safety programs (or equivalent experience supporting them in a vendor/partner capacity). - Proven ability to manage enterprise or public-sector customers with multiple stakeholders, complex requirements, and formal procurement/contracting processes. - Demonstrated ability to lead customer conversations with state-level leadership, program directors, and cross-agency stakeholders. - Strong written communication skills, including experience contributing to RFP responses and formal procurement documentation. - Operational discipline and strong project management skills, including coordinating cross-functional initiatives and driving closure. - Data-driven mindset with the ability to interpret usage trends, identify risk signals, and drive measurable outcomes. - Familiarity with public safety / EMS technology ecosystems, statewide reporting, data governance, and compliance requirements is a plus. - Willingness to travel occasionally for onsite agency visits, conferences, and strategic planning sessions. Requirements - All applicants must be authorized to work for any US employer in the United States. - Hiring is contingent upon candidates successfully passing a criminal background check. - As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay, medical, dental, and vision coverage. - FSA/HSA, 401(k), flexible PTO. - Fully remote workplace, technology stipend, opportunities for advancement. - Other benefits and perks that set our team apart.

Job DetailsJob Location: Atlanta, GA 30312Position Type: Full TimeSalary Range: $80,000.00 - $90,000.00 Salary/yearJob Category: ELVGEN Role: Client Success Manager (Atlanta, GA - Fulton County) Location: Atlanta, GA - Fulton County Pay Range: $80,000 – $90,000 per year (depending on experience) Job Type: Full Time Company Summary RealManage Elevated Onsite is a division of RealManage, a company that specializes in the management of community associations with onsite staff. Our mission is to provide the best possible lifestyle HOA management services to our partner communities by encompassing the Best People, Best Technology, and Best Service reputation of RealManage and its CiraConnect division. The RealManage Elevated Onsite professional staff has decades of experience managing age-restricted communities, luxury high-rise condominiums, co-ops, urban mixed-use, and large-scale single-family developments with complex amenities. Our focus is on customer service and lifestyle for the residents and the boards we serve- ensuring that the community receives the finest management in the industry. RealManage Elevated Onsite is a values-based company with the following values as our guiding principles: Integrity: we always do the right thing. Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship. Selflessness: more than teamwork; we are part of something special and much larger than any of us. Personal Relationships: we are a professional services company; people do business with people they like. Always Improving: never satisfied, always learning, and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better. Join RealManage Elevated Onsite fast-growing team where energy, teamwork, innovation, and contribution are highly valued. Each branch proudly serves a diverse mix of single-family, townhome, and condominium communities. These community associations are of all sizes, from small communities to large, master-planned communities. RealManage has earned the prestigious Certified™ recognition from Great Place to Work®, a global authority on workplace culture, employee experience, and leadership excellence. This accolade is a testament to the positive feedback from our employees about their RealManage experience. Role Summary As a Client Success Manager, you will play a pivotal role in ensuring the smooth transition and onboarding of new RealManage Elevated Onsite communities. Acting as a mentor and trainer, you will be the primary point of contact for onsite teams, offering hands-on training and guidance during the onboarding process. As a RealManage Elevated Onsite ambassador, you will establish strong relationships with both on-site teams and community boards, fostering a foundation of trust and professionalism. When not actively onboarding new communities, you will provide support by filling interim General Manager (GM) vacancies as needed and assisting with staff training and operational support. Responsibilities Brand Ambassador: Represent the RM Family of Brands by promoting company processes, culture, and values, and equipping on-site teams with the tools and resources needed for success. Onboarding Leader: Manage the onboarding process for new communities, ensuring the completion of the Client Success Manager (CSM) checklist prior to the contract start date. Staff Training: Train newly hired staff on RealManage Elevated Onsite’s processes, including guiding them through the ACAM or CAM training programs, and helping them become proficient in CiraNet, workflows, and overall operations. Board Support: Provide training to community boards and ACC Committees, ensuring they are well-prepared to fulfill their roles effectively. Interim General Manager: Step in as a General Manager when needed, managing day-to-day operations, running board meetings, supervising on-site staff, coordinating with vendors, and resolving homeowner issues. Other duties as assigned: The Client Success Team has an attitude of “whatever it takes” that is at the core of the support services the team provides. This role requires a dynamic, resourceful individual who thrives in a fast-paced, travel-intensive environment and is passionate about fostering successful transitions and operations for new RealManage Elevated Onsite communities. Travel Requirements This position is going to be focused on two main areas: Working with new RealManage Elevated Onsite clients through transition from their prior management company and acting as an interim community manager/general manager while the onsite managers for those associations are on vacation, medical leave, or when there is an opening for a new manager to be hired. While this role is focused on supporting the business in Florida, this role will include extensive travel across the United States, with the potential for extended stays at various communities for training or interim assignments. This is a remote position that will require travel. Candidates with an active LCAM license, residing in Atlanta, Georgia are preferred. Travel may occur on short notice, with 50-75% or more of your time spent traveling, depending on new client onboarding schedules and client coverage needs. When not traveling, you will work remotely from home. Qualifications Must have seven years or more as a Community Association Manager. Superior, professional communication skills (interpersonal, phone, written, etc.) that align with the larger company tone. Must be self-motivated, proactive, detail-oriented, and highly organized. Must excel able to build relationships with the team, even though the CSM team and the Operations teams we support are located across the country. Must be flexible with schedule (some night and weekend requirements). Must be self-motivated and able to work independently, while being able to work collaboratively with others on the team, onsite staff for new RealManage Elevated Onsite clients, board members, and other operators throughout the company. Must have a current Florida LCAM. Physical Requirements Ability to sit for prolonged periods at a desk and work on a computer. Ability to occasionally stand, walk, bend, or reach as needed. Ability to lift or move objects up to 10–15 pounds (e.g., files, office supplies). Manual dexterity to operate a computer keyboard, mouse, telephone, and other office equipment. Visual acuity to read printed materials, spreadsheets, and computer screens. Hearing and speech ability to communicate effectively in person, by phone, and in virtual meetings. Ability to work in a standard office environment with moderate noise levels. Ability to work a standard schedule, with occasional extended hours as required. Pay and Benefits $80,000 - $90,000 per year (depending on education and experience) Benefits include Medical Insurance Dental Insurance Vision Insurance Life and Disability Insurance HSA (Required High-Deductible Medical Plan to be eligible) FSA account for health-related expenses FSA account for dependent care expenses Education Reimbursement for industry related classes 401K match after 1 year Employee Assistance Program (EAP) 9 paid holidays and 2 floating holidays EEO & Values Statement RealManage is a values‑based, equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.