At Lyra Communications Group, we simplify telecom so our partners can focus on what matters most — delivering exceptional IT solutions to their clients. As a global telecom aggregator, we provide connectivity, internet, VoIP, and infrastructure solutions tailored to businesses and Managed Service Providers (MSPs). Our partner-centric model streamlines vendor relationships, centralizes support, and ensures seamless delivery in fully managed or co-managed environments. We operate on four core values: Transparency, Collaboration, Responsiveness, and Versatility. We are seeking a Customer Success Manager (CSM) to manage and nurture a portfolio of client accounts, ensuring successful onboarding, strong engagement, and long-term retention. This role is relationship-driven and execution-focused. You will act as the primary point of contact for your assigned accounts, guiding customers through onboarding, proactively monitoring account health, and collaborating cross-functionally to deliver a seamless client experience. Key Responsibilities Customer Onboarding & Adoption - Support onboarding for new clients to ensure a smooth transition and early value realization - Partner with Sales and Operations to align expectations and timelines - Deliver client training sessions and onboarding documentation - Ensure proper handoff from Sales to Customer Success Relationship Management - Serve as the primary point of contact for assigned accounts - Build strong, long-term partnerships with MSPs and business clients - Conduct regular check-ins to maintain engagement and satisfaction - Address client concerns with urgency and professionalism Proactive Client Engagement - Monitor customer health metrics and usage trends - Identify risks early and escalate when needed - Maintain consistent communication to ensure clients feel supported Retention & Growth Support - Support churn reduction efforts - Identify potential expansion opportunities and coordinate with Sales - Advocate for customer needs internally Cross-Functional Collaboration - Work closely with Billing, Operations, and Support teams to resolve issues - Ensure escalations are managed effectively and communicated clearly - Share client feedback with internal stakeholders Reporting & Documentation - Maintain accurate CRM records and account notes - Track KPIs related to retention and customer health - Follow established Customer Success processes and best practices

At Lyra Communications Group, we simplify telecom so our partners can focus on what matters most — delivering exceptional IT solutions to their clients. As a global telecom aggregator, we provide connectivity, internet, VoIP, and infrastructure solutions tailored to businesses and Managed Service Providers (MSPs). Our partner-centric model streamlines vendor relationships, centralizes support, and ensures seamless delivery in fully managed or co-managed environments. We operate on four core values: Transparency, Collaboration, Responsiveness, and Versatility. We are seeking a Customer Success Manager (CSM) to manage and nurture a portfolio of client accounts, ensuring successful onboarding, strong engagement, and long-term retention. This role is relationship-driven and execution-focused. You will act as the primary point of contact for your assigned accounts, guiding customers through onboarding, proactively monitoring account health, and collaborating cross-functionally to deliver a seamless client experience. Key Responsibilities Customer Onboarding & Adoption - Support onboarding for new clients to ensure a smooth transition and early value realization - Partner with Sales and Operations to align expectations and timelines - Deliver client training sessions and onboarding documentation - Ensure proper handoff from Sales to Customer Success Relationship Management - Serve as the primary point of contact for assigned accounts - Build strong, long-term partnerships with MSPs and business clients - Conduct regular check-ins to maintain engagement and satisfaction - Address client concerns with urgency and professionalism Proactive Client Engagement - Monitor customer health metrics and usage trends - Identify risks early and escalate when needed - Maintain consistent communication to ensure clients feel supported Retention & Growth Support - Support churn reduction efforts - Identify potential expansion opportunities and coordinate with Sales - Advocate for customer needs internally Cross-Functional Collaboration - Work closely with Billing, Operations, and Support teams to resolve issues - Ensure escalations are managed effectively and communicated clearly - Share client feedback with internal stakeholders Reporting & Documentation - Maintain accurate CRM records and account notes - Track KPIs related to retention and customer health - Follow established Customer Success processes and best practices

At Lyra Communications Group, we simplify telecom so our partners can focus on what matters most — delivering exceptional IT solutions to their clients. As a global telecom aggregator, we provide connectivity, internet, VoIP, and infrastructure solutions tailored to businesses and Managed Service Providers (MSPs). Our partner-centric model streamlines vendor relationships, centralizes support, and ensures seamless delivery in fully managed or co-managed environments. We operate on four core values: Transparency, Collaboration, Responsiveness, and Versatility. We are seeking a Customer Success Manager (CSM) to manage and nurture a portfolio of client accounts, ensuring successful onboarding, strong engagement, and long-term retention. This role is relationship-driven and execution-focused. You will act as the primary point of contact for your assigned accounts, guiding customers through onboarding, proactively monitoring account health, and collaborating cross-functionally to deliver a seamless client experience. Key Responsibilities Customer Onboarding & Adoption - Support onboarding for new clients to ensure a smooth transition and early value realization - Partner with Sales and Operations to align expectations and timelines - Deliver client training sessions and onboarding documentation - Ensure proper handoff from Sales to Customer Success Relationship Management - Serve as the primary point of contact for assigned accounts - Build strong, long-term partnerships with MSPs and business clients - Conduct regular check-ins to maintain engagement and satisfaction - Address client concerns with urgency and professionalism Proactive Client Engagement - Monitor customer health metrics and usage trends - Identify risks early and escalate when needed - Maintain consistent communication to ensure clients feel supported Retention & Growth Support - Support churn reduction efforts - Identify potential expansion opportunities and coordinate with Sales - Advocate for customer needs internally Cross-Functional Collaboration - Work closely with Billing, Operations, and Support teams to resolve issues - Ensure escalations are managed effectively and communicated clearly - Share client feedback with internal stakeholders Reporting & Documentation - Maintain accurate CRM records and account notes - Track KPIs related to retention and customer health - Follow established Customer Success processes and best practices

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As an Engagement Manager, you will work closely with Customer Success Managers and play a pivotal role in ensuring customer satisfaction and driving long-term success. You will partner closely with public safety agencies to understand their workflows and train them on the Prepared platform, ensuring each role within the agency is getting the most possible value out of Prepared by Axon. Your deep understanding of public safety operations, particularly in the 911 space, and commitment to providing world-class service will help us build lasting partnerships and deliver tangible outcomes. This role requires up to 75% travel. What You’ll Do - Product Expertise: Become a Prepared platform subject matter expert, educating customers on the best ways to fully leverage all features to meet their operational needs. - Training: Go onsite and conduct engaging, hands-on training for every role within an agency to help them become masters of Prepared and ensure they are leveraging the platform in the ways that benefit them most. - Engagement Tracking & Intervention: Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices. - Advocate for Customers: Serve as the voice of the customer within the organization, collaborating with CSMs, product, support, and engineering teams to ensure blockers to engagement are identified and customer feedback is integrated into future development. - Issue Resolution: Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience. Qualifications - 3+ years in customer success, training, or a related field responsible for product adoption, preferably in the SaaS or public safety industries. - Brings firsthand experience in emergency communications, including prior roles as a call taker, dispatcher, operations manager, or equivalent, and a deep understanding of 911, CAD, NG911, and public safety technology ecosystems. - Excellent written and verbal communication, with the ability to translate complex concepts into clear, actionable insights. - Strong analytical skills and the ability to creatively solve customer needs and drive product adoption. - Proven track record of fostering relationships across multiple levels of an organization. - Comfortable working in a fast-paced startup environment with a willingness to adapt and grow alongside the company. - Ability to quickly learn and become proficient in new technologies and systems. - Passion for helping customers succeed, with a proactive and empathetic approach to addressing their needs. Nice to have: - Direct experience in the 911 space or at a company that supports 911 services (e.g., emergency call handling, dispatch technology, or related public safety communications systems). Work Location This role is fully remote within the United States. Benefits - Competitive salary and 401k with employer match - Discretionary paid time off - Paid parental leave for all - Medical, dental, and vision plans - Fitness Programs - Emotional & Mental Wellness support - Learning & Development programs - And yes, we have snacks in our offices Pay Transparency Axon offers a comprehensive total compensation package, which includes base salary, a generous annual bonus, and company equity. The starting base pay for this role ranges between $102,450.00 - $185,000.00 annually, depending on your geographic market. The actual base salary will vary based on several factors, including level, function, training, transferable skills, work experience, business needs, and location—often a combination of these elements. Important Notes The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.