About Fivecast
Fivecast is a high-tech SaaS company enabling a safer world through advanced open source intelligence solutions. Our platform supports national security, law enforcement, defence, financial crime, and due diligence missions. With customers across APAC public and commercial sectors, we are scaling rapidly and investing in a world-class customer success function.
Role Overview
We are seeking a proactive and mission-focused Customer Success Manager to join our growing team. This role will be responsible for managing a portfolio of strategic accounts, ensuring customers achieve their desired outcomes, and driving adoption of Fivecast's platform. The ideal candidate will be passionate about customer success, comfortable engaging with technical and operational stakeholders, and committed to delivering value in high-stakes environments.
Key Responsibilities
* Serve as the primary point of contact for assigned accounts
* Build strong relationships with customer stakeholders across public and commercial sectors
* Guide customers through onboarding to ensure rapid time-to-value
* Collaborate with Support, advocate for the customer, and provide regular updates during incidents or planned maintenance activities
* Identify training needs and collaborate with the Learning Experience team to deliver custom learning pathways
* Tailor enablement resources to different user personas (e.g., analysts, investigators)
* Monitor usage and health metrics to drive adoption and identify risks
* Conduct regular check-ins, QBRs, and feedback sessions
* Collaborate with Sales and the Head of Customer Success on renewals and upsell opportunitie
* Identify and advocate for customer needs and potential growth areas
* Capture customer insights to inform product development and roadmap priorities
* Support case studies, testimonials, and community engagement initiatives
Qualifications
* 5+ years of experience in customer success, account management, or related roles in a SaaS or intelligence-focused environment
* Strong understanding of national security, law enforcement, or financial crime domains is a plus
* Excellent communication, relationship-building, and problem-solving skills
* Ability to manage multiple accounts and prioritize effectively
* Experience with customer success platforms and CRM tools
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