Edtech.com's Summary

Vector Solutions is hiring a Customer Success Manager for their Law Enforcement customer portfolio. The role involves driving product adoption and customer satisfaction through proactive account management, technical troubleshooting, onboarding, and cross-functional collaboration to ensure successful use of Vector's training and compliance solutions.

Highlights

Manage a portfolio of Law Enforcement customers focusing on platform adoption, retention, and satisfaction.
Conduct business reviews, identify growth opportunities, and collaborate with Sales on renewals and expansions.
Troubleshoot technical issues and handle escalations, coordinating with product and engineering teams.
Support onboarding, configuration, and training for new customers on the Frontline Product Suite.
Collaborate with Product, Marketing, Sales, and Support teams to deliver a consistent customer experience.
Monitor usage and satisfaction metrics, providing insights to leadership for strategy development.
Experience required: 4+ years in Customer Success, Account Management, or Customer Service in SaaS or training/compliance environments.
Proficiency in Salesforce (CRM) and Microsoft Office; ability to troubleshoot SaaS platforms with strong communication skills.
Bachelor’s degree preferred; familiarity with law enforcement operations or public safety training is a plus.
Compensation varies based on skills and experience; benefits include 401(k) matching, tuition reimbursement, flexible work arrangements, and wellness programs.

Customer Success Manager- Law Full Description

Customer Success Manager- Law
Remote Worker

Description

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions

Vector Solutions is seeking a Customer Success Manager to support our Frontline Solutions customers within the public safety sector. This role will combine proactive customer success expertise with implementation and escalation management to drive product utilization and customer satisfaction. The ideal candidate will be hands-on and highly collaborative, capable of managing account reviews, troubleshooting technical issues, assisting with onboarding, and resolving escalation tickets. This position is ideal for someone who enjoys problem-solving, building relationships, and ensuring that every customer achieves measurable success with Vector’s training and compliance solutions.

What You’ll Do:

Customer Success & Retention

Manage a portfolio of Law Enforcement customers focused on platform adoption, satisfaction, and retention.
Conduct proactive business reviews to ensure customers are achieving desired outcomes.
Identify growth opportunities and partner with Sales on renewals and expansion efforts.
Monitor customer health and proactively mitigate churn risks through data and direct engagement.

Technical Troubleshooting & Escalations

Assist with incoming inquiries, troubleshooting tickets, and follow-ups via email, phone, or ticketing system.
Handle escalations that require advanced product understanding and coordination across multiple teams.
Analyze issue trends and document resolutions to improve response times and reduce repeat problems.
Collaborate with Product and Engineering teams to drive proactive improvements to the customer experience.

Onboarding & Enablement

Support new customer onboarding through setup, configuration, and training on the Frontline Product Suite.
Partner with internal teams to ensure smooth implementation and high early adoption rates.
Provide ongoing education and coaching to help customers get the most value from the system.

Cross-Functional Collaboration

Collaborate with Product, Marketing, Sales, and Support to align customer communications and deliver a consistent experience.
Provide customer insights and feedback to shape future product enhancements and team initiatives.

Data & Reporting

Monitor usage, adoption, and satisfaction metrics across your portfolio.
Track and analyze trends to identify opportunities for improved engagement and retention.
Share insights and recommendations with leadership to inform strategy and priorities.

Requirements

4+ years in Customer Success, Account Management, or Customer Service within a SaaS or training/compliance environment.
Strong ability to understand and explain SaaS platforms; comfortable troubleshooting and collaborating on technical resolutions.
Bachelor’s degree in business, Communications, or related field preferred
Familiarity with Law Enforcement operations, compliance requirements, or public safety training programs preferred.
Excellent communication, relationship-building, and problem-solving skills with a proactive mindset.
Proficient in Salesforce (CRM) and Microsoft Office Suite; able to quickly learn additional systems.
Travel up to 10%.

What You Can Expect From Us:

Friendly, open, and casual work environment
Comprehensive benefits package effective the first of the month after hire
Matching 401(k) retirement plan
Healthy work-life balance with flexible work arrangements and generous time off
Generous referral incentive program
Tuition Reimbursement Program
Pet Insurance
OnePass Gym/Wellness Discount Program
Calm Health-Employee Membership
Company social events
Employee Resource Groups
Philanthropic opportunities

What We Value:

Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.

Compensation Disclaimer: The base salary range provided is a good-faith estimate at the time of posting. Actual pay may vary based on factors such as skills, qualifications, experience, and work location. Compensation will always comply with applicable state and local pay laws, including but not limited to those in California, Colorado, New York, and Washington.

Original Job Description

Customer Success Manager- Law
Remote Worker

Description

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions

What You’ll Do:

Customer Success & Retention

Manage a portfolio of Law Enforcement customers focused on platform adoption, satisfaction, and retention.
Conduct proactive business reviews to ensure customers are achieving desired outcomes.
Identify growth opportunities and partner with Sales on renewals and expansion efforts.
Monitor customer health and proactively mitigate churn risks through data and direct engagement.

Technical Troubleshooting & Escalations

Assist with incoming inquiries, troubleshooting tickets, and follow-ups via email, phone, or ticketing system.
Handle escalations that require advanced product understanding and coordination across multiple teams.
Analyze issue trends and document resolutions to improve response times and reduce repeat problems.
Collaborate with Product and Engineering teams to drive proactive improvements to the customer experience.

Onboarding & Enablement

Support new customer onboarding through setup, configuration, and training on the Frontline Product Suite.
Partner with internal teams to ensure smooth implementation and high early adoption rates.
Provide ongoing education and coaching to help customers get the most value from the system.

Cross-Functional Collaboration

Collaborate with Product, Marketing, Sales, and Support to align customer communications and deliver a consistent experience.
Provide customer insights and feedback to shape future product enhancements and team initiatives.

Data & Reporting

Monitor usage, adoption, and satisfaction metrics across your portfolio.
Track and analyze trends to identify opportunities for improved engagement and retention.
Share insights and recommendations with leadership to inform strategy and priorities.

Requirements

4+ years in Customer Success, Account Management, or Customer Service within a SaaS or training/compliance environment.
Strong ability to understand and explain SaaS platforms; comfortable troubleshooting and collaborating on technical resolutions.
Bachelor’s degree in business, Communications, or related field preferred
Familiarity with Law Enforcement operations, compliance requirements, or public safety training programs preferred.
Excellent communication, relationship-building, and problem-solving skills with a proactive mindset.
Proficient in Salesforce (CRM) and Microsoft Office Suite; able to quickly learn additional systems.
Travel up to 10%.

What You Can Expect From Us:

Friendly, open, and casual work environment
Comprehensive benefits package effective the first of the month after hire
Matching 401(k) retirement plan
Healthy work-life balance with flexible work arrangements and generous time off
Generous referral incentive program
Tuition Reimbursement Program
Pet Insurance
OnePass Gym/Wellness Discount Program
Calm Health-Employee Membership
Company social events
Employee Resource Groups
Philanthropic opportunities

What We Value:

Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

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Customer Success Manager- Law

Edtech.com's Summary

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