Customer Success Account Manager

Job Summary

Marinus Analytics is seeking a Customer Success Account Manager to support our Engagement team and serve as a bridge between our technology platform (Traffic Jam) and the victim-centered trauma-informed public safety community.

This role is important to ensuring agencies successfully adopt and use our platform to achieve real-world outcomes. The ideal candidate combines client account management experience, investigative insight, and strong communication skills with a passion for mission-driven work. Have direct public safety relations experience is a plus for fulfilling the responsibilities of this position.

You will play a key role in driving adoption, building trust, shaping product development, and amplifying impact in human trafficking investigations. Specifically you will make an important contribution to the overall goals of our Engagement team, which include:

Law Enforcement Engagement & Relationship Management - Building and maintaining trusted relationships with federal, state, and local law enforcement agencies; Serving as the point of contact for agency partners; Representing Marinus Analytics in law enforcement and anti-trafficking communities; Fostering long-term partnerships and promote continued platform use.

Platform Adoption & Customer Success - Supporting onboarding and training for new Traffic Jam users; Monitoring engagement and proactively address adoption gaps.

Investigative Guidance & Use Case Support - Providing guidance on best practices for using OSINT and Traffic Jam in investigations; Helping users interpret results and apply insights effectively; Sharing real-world investigative techniques and workflows.

Training, Education & Thought Leadership - Contribute to Marinus’ visibility in the anti-trafficking and law enforcement ecosystems; Support the development of case studies and success stories

Product Feedback & Cross-Functional Collaboration - Act as the voice of the law enforcement user within Marinus; Gather structured feedback on platform usability, features, and emerging needs; Participate in testing and validation of new features.. This role offers an exciting chance to combine project management expertise with customer-centric strategies, delivering exceptional service and value at every touchpoint. Your passion for communication, analysis, and problem-solving will empower clients to maximize their success and deepen their partnership with us.

Duties

Under a software-as-a-service operating model, the customer success account manager will own the full lifecycle of inbound-driven accounts from initial lead through product evaluation (Trial) to subscription conversion and renewal. As a valued team member, you must be comfortable working in a fast-paced, innovative, and lean technology driven company. You must demonstrate a high capacity for consistent and high-quality customer experience while partnering with the engagement team on more complex needs. To serve the goals of law enforcement adoption, you must manage and perform the following primary responsibilities:

• Serve as the first point of contact for inbound leads, ensuring timely and professional responses
• Qualify opportunities and guide prospects through the appropriate adoption journey
• Own the full account lifecycle: lead → conversion → onboarding → renewal for a defined segment of accounts
• Conduct product demos, prepare proposals, and close deals efficiently
• Build and maintain strong customer relationships to drive retention and recurring revenue
• Monitor account health at a high level (usage, engagement, risks) and take proactive action where appropriate
• Escalate complex, strategic, or high-touch accounts and needs (e.g., deep usage optimization, advanced onboarding, learning programs) to the engagement team
• Maintain accurate CRM records, pipeline visibility, and account documentation
• Manage a high volume of accounts and interactions with strong prioritization and follow-through
• Lead and/or support cross-functional projects that advance the company mission (e.g., grant-funded research initiatives, product development pilots, and early-stage programs)

Qualifications

• 2–5+ years in sales, account management, customer success, or similar customer-facing roles
• Experience owning or contributing to full customer lifecycle (sales through renewal) preferred
• Strong communication skills with a focus on responsiveness and clarity
• Deep understanding of customer relationship management principles combined with outstanding customer service abilities
• Ability to manage multiple accounts and priorities in a fast-paced environment
• Organized with strong attention to detail and process discipline
• Comfortable using CRM tools and structured workflows
• Ability to quickly assess opportunities, identify risks, and prioritize effectively
• Customer-first mindset with a balance of commercial and relationship-building instincts

Pay: $75,000.00 - $90,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Work Location: Hybrid remote in Pittsburgh, PA 15212