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Hidden Level is transforming airspace safety with innovative, scalable drone detection and airspace technology. We provide real-time, actionable data to enhance security across various environments. As we expand, we're looking for a Customer Success Partner who is a strategic partner responsible for ensuring customer satisfaction, retention, and growth.

**Location:** This position can be hybrid and/or onsite in East Syracuse, NY office.

Responsibilities:

+ Own a portfolio of customer accounts and be accountable for their success and satisfaction

+ Serve as the primary point of contact post-sale for the purpose of ensuring seamless onboarding, adoption, and engagement of customers

+ Proactively monitor customer health, conduct business reviews, and identify upsell and cross-sell opportunities

+ Advocate for the customer internally, ensuring their feedback informs product, support, and operational improvements

+ Collaborate cross-functionally with Growth Team to deliver value

+ Educate and guide customers to ensure full utilization of products/services and alignment with their business goals

+ Track and report on KPIs such as churn and retention

+ Support customer renewal processes by demonstrating ROI and value realized through partnership

+ Regular travel to customer locations to support relationship management and drive customer success outcomes.

+ Conduct Business Reviews (QBRs) with each assigned customer at least once per quarter, with a strong preference for in-person meetings.

+ Organizing and leading a quarterly Customer User Group. Foster a collaborative forum for customers to share insights, best practices, and feedback. This includes planning agendas, facilitating meetings (virtual or in-person), and synthesizing takeaways for internal teams to drive product and service improvements.

What We’re Looking For:

+ Strong relationship-building, communication, and project management skills

+ Strong consulting skills with the ability to gather and analyze information and produce strategic insight into customers’ technical challenges

+ Ability to analyze data, extract insights, and present strategic recommendations to customers

+ Passion for customer advocacy and a proactive approach to solving problems

+ Focused on delivering measurable outcomes, driving product adoption, and cultivating long term relationships and key customers

+ Foster credibility with a technical audience

+ Self-motivated, strong work ethic, creative, and customer-centric personality

Required Qualifications:

+ Bachelor's degree in Business, Communications, or a related field

+ 5+ years in customer success, account management, or a related customer-facing role, in a B2B SaaS or tech environment

+ Proficiency with Salesforce and collaboration tools

+ Travel requirements may vary by customer location and business needs but are expected to average up to 50% of the time

Preferred Qualifications:

+ Master’s degree (MBA, Operations, or related field)

+ Experience implementing or working within a "Seven Pillars" customer success framework

+ Knowledge of ISO, DoD, or other regulated industry environments (a plus for companies like Hidden Level)

+ Results-oriented mindset with the ability to manage multiple priorities in a fast-paced environment

**Compensation and Benefits:** Hidden Level offers a competitive salary and a comprehensive benefits package, including health insurance, paid parental leave, flexible time off, 401(k) with employer contributions, life insurance, and disability insurance, potential stock options.

**Salary Range** : The anticipated salary range for this position based out of Syracuse, NY is estimated at $85,000 to $92,000 annually. Please note that the salary information is a general guideline only. Hidden Level considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/ training, key skills as well as market and business considerations when extending an offer.

**Equal Opportunity Employer:** Hidden Level is an Equal Opportunity/ Affirmative Action employer. All qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.

**Security Note:** Due to the nature of Hidden Level’s technology, only U.S. citizens can be considered for this position.