• Manage a large portfolio of SMB customers, focused on driving retention and improving overall customer health • Execute high-quality, repeatable outreach and save motions to proactively address risks and prevent churn • Monitor account health signals (usage, spend patterns, support trends) to identify and resolve issues early • Conduct regular book reviews and data analysis to prioritize at-risk accounts and take action • Partner with customers via email, calls, and virtual touchpoints to remove blockers and ensure continued success with Order.co • Act as a trusted guide on day-to-day platform usage, helping customers get consistent value from Order.co • Collaborate closely with Support, Product, and senior CSMs to escalate and resolve customer issues quickly • Capture and share customer feedback to help improve product experience and reduce recurring friction points • Support broader Customer Success initiatives aimed at improving cohort health, retention, and TPV attainment

• 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.