Customer Success Manager / Training Partner

Customer Success Manager / Training Partner

Revenue Team  |  Full-Time

Department

Revenue / Customer Success

Reports To

Head of Revenue

Location

Remote-Friendly | Colorado Preferred

Employment Type

Full-Time

Travel

Up to 25% — client sites, onboarding visits, conferences

About SurePass

SurePass is the national standard for authority verification — a purpose-built platform that enables law enforcement agencies, government offices, schools, arenas, and security-critical venues to verify identity and authority credentials in real time. We deliver both software and hardware solutions at the checkpoint, giving our partners the confidence that the right people have access at the right time.

We are a fast-moving, mission-driven team. Every role at SurePass carries direct responsibility for the trust our customers place in us.

The Role

The Customer Success Manager / Training Partner is SurePass’s primary relationship owner after the contract is signed. You are the bridge between our technology and the agencies, institutions, and venues that depend on it. You will guide new customers from their first onboarding session through full implementation, ensure every user is trained and confident, serve as the first line of support when issues arise, and proactively surface opportunities to expand how customers use the platform.

This role is equal parts consultant, educator, project manager, and trusted advisor. The ideal candidate thrives in dynamic, high-stakes environments, communicates clearly with both technical and non-technical stakeholders, and understands the weight of the mission — our customers protect people.

Key Responsibilities

Customer Onboarding

• Own the end-to-end onboarding process for new SurePass customers, from signed agreement through credentials-live status.
• Execute the five-stage onboarding framework: Invitation → Roster Upload → Define Authority → Validation → Credentials Live.
• Coordinate with internal product, engineering, and operations teams to ensure customer environments are configured correctly and on schedule.
• Manage parallel onboarding pipelines simultaneously, keeping each account on track against target go-live dates.

Training & Enablement

• Develop and deliver training programs tailored to each customer type: law enforcement agencies, government offices, educational institutions, arenas, and venues.
• Conduct live training sessions (virtual and on-site) for administrators, checkpoint operators, and end users.
• Create and maintain training documentation, video walkthroughs, quick-reference guides, and FAQ resources.
• Ensure all users understand CJIS compliance requirements and SurePass security protocols where applicable.
• Certify customer administrators and train-the-trainer contacts to sustain knowledge internally.

Implementation Support

• Serve as the primary point of contact throughout the customer’s implementation journey, proactively identifying and removing obstacles.
• Monitor implementation health metrics and milestone completion; escalate risks before they become delays.
• Coordinate hardware deployment logistics (credential scanners, checkpoint hardware) in partnership with operations.
• Conduct structured check-ins at 30, 60, and 90 days post-launch to confirm adoption and address friction points.

Troubleshooting & Technical Support

• Act as Tier 1 and Tier 2 support escalation for customer-reported issues, diagnosing problems and coordinating resolutions with the product and engineering teams.
• Document all support interactions in the CRM; identify recurring issues and surface them as product feedback.
• Maintain a working knowledge of SurePass’s software and hardware architecture sufficient to guide customers through most issues without escalation.
• Ensure SLA commitments are met and customers receive timely, professional communication throughout any incident.

Account Growth & Upselling

• Develop deep familiarity with each customer’s operational footprint and identify natural expansion opportunities.
• Proactively introduce customers to new SurePass modules (e.g., Crime Scene Module, biometric add-ons, Consumer Verification) as their needs evolve.
• Partner with the Revenue team to execute upsell and cross-sell conversations; hand off qualified expansion opportunities to Account Executives as appropriate.
• Conduct quarterly business reviews with key accounts to demonstrate ROI, align on goals, and present the SurePass product roadmap.

• Maintain a renewal pipeline view and flag at-risk accounts early.

   

Qualifications

Required

• 3+ years in a Customer Success, Implementation, or Technical Account Management role, ideally in SaaS or security technology.
• Demonstrated ability to manage complex, multi-stakeholder implementations from kickoff through go-live.
• Experience designing and delivering adult learning / training programs to non-technical end users.
• Strong project management skills; comfortable owning timelines, risks, and communications across multiple accounts simultaneously.
• Excellent written and verbal communication; able to translate technical concepts for operational audiences.
• Proficiency with CRM platforms (HubSpot, Salesforce, or equivalent) and project/ticketing tools.

Preferred

• Prior experience working with law enforcement agencies, government entities, educational institutions, or large venue operators.
• Familiarity with CJIS Security Policy requirements or other government security compliance frameworks.
• Background in identity verification, access control, credentialing, or physical security technology.
• Experience in a high-growth startup environment where roles and processes are still being built.
• Bilingual (English/Spanish) a plus given the diversity of SurePass’s customer base.
   

Core Competencies

▸  Mission Orientation

▸  Customer Empathy

▸  Clear Communication

▸  Proactive Problem-Solving

▸  Organized Under Ambiguity

▸  Relationship Building

▸  Growth Mindset

▸  Revenue Awareness

What Success Looks Like- First 12 Months

30 DaysW

30 Days: Deep product knowledge achieved. First onboarding completed independently. All internal systems and processes adopted.

90 Days: Full customer pipeline managed proactively. Training materials drafted and in use. Positive NPS feedback from early accounts.

12 Months: 90%+ customer satisfaction rate. Renewal pipeline healthy. Measurable upsell contribution. Scalable onboarding playbook documented and proven.

Compensation and Benefits

SurePass offers competitive compensation aligned with experience and market rates for customer success professionals in the SaaS/GovTech space. Full details provided during the interview process.

• Competitive base salary commensurate with experience
• Performance-based bonus tied to customer health, retention, and expansion metrics
• Equity participation (options)
• Health, dental, and vision coverage
• Flexible, remote-friendly work environment
• Direct impact on a mission-critical national platform