Customer Success Manager / Training Partner

Role Overview

SurePass is seeking a Customer Success Manager / Training Partner to own post-sale customer relationships and guide clients from onboarding through successful adoption. This position sits within the Revenue / Customer Success team and reports to the Head of Revenue. The work is remote-friendly, with a preference for candidates based in Colorado, and may involve up to 25% travel for client visits, onboarding sessions, and conferences.

About SurePass

SurePass provides authority verification technology for law enforcement agencies, government offices, schools, arenas, and other security-sensitive environments. Its platform combines software and hardware at the checkpoint so customers can confirm identity and authority credentials in real time. The company is mission-driven and expects every team member to help protect the trust customers place in the platform.

What You Will Do

As the main customer owner after contract signature, you will act as the connection point between SurePass and the organizations that rely on it. The role blends consulting, training, project coordination, and trusted advisory work. You will help new accounts launch successfully, train users, support issue resolution, and identify opportunities to expand platform usage over time.

Customer Onboarding

• Lead the full onboarding journey from signed agreement to live credentials for new customers.
• Run the five-step onboarding process: Invitation, Roster Upload, Define Authority, Validation, and Credentials Live.
• Work with product, engineering, and operations teams to make sure customer setups are correct and delivered on schedule.
• Handle several onboarding tracks at once while keeping each account aligned to its target launch date.

Training and Enablement

• Build and deliver training tailored to different customer groups, including law enforcement, government, education, and venue operators.
• Lead live virtual and on-site training for administrators, checkpoint staff, and end users.
• Produce and maintain training guides, video tutorials, quick-reference materials, and FAQs.
• Ensure users understand CJIS compliance requirements and applicable SurePass security practices.
• Certify administrators and train-the-trainer contacts so they can support internal knowledge transfer.

Implementation Support

• Serve as the primary contact during implementation and remove blockers before they slow progress.
• Track implementation health and milestone completion, escalating risks early.
• Coordinate deployment of hardware such as credential scanners and checkpoint equipment with operations.
• Hold structured follow-ups at 30, 60, and 90 days after launch to measure adoption and resolve friction points.

Troubleshooting and Technical Support

• Act as the first and second level escalation point for customer issues and coordinate fixes with product and engineering.
• Log all support activity in the CRM and identify patterns that can be turned into product feedback.
• Maintain enough knowledge of the software and hardware stack to resolve many issues without escalation.
• Keep communication timely and professional while ensuring SLA commitments are met.

Account Growth and Expansion

• Develop a strong understanding of each customer’s operating environment and identify expansion opportunities.
• Introduce customers to additional modules such as Crime Scene Module, biometric add-ons, and Consumer Verification as needs change.
• Work with the Revenue team on upsell and cross-sell discussions and hand off qualified opportunities to Account Executives when needed.
• Run quarterly business reviews to show value, align on goals, and review the product roadmap.
• Monitor renewal health and raise early warning signs for accounts at risk.

Qualifications

The ideal candidate brings experience in customer success, implementation, or technical account management, preferably in SaaS or security technology. You should be comfortable leading complex, multi-stakeholder launches, creating and delivering adult-learning training, managing timelines and risks across multiple accounts, and communicating technical ideas clearly to operational teams. Familiarity with CRM tools and project or ticketing systems is also needed.

Preferred Background

Experience working with law enforcement, government agencies, schools, or large venues is a plus. Additional value will come from familiarity with CJIS or similar security compliance frameworks, background in identity verification or access control, experience in a high-growth startup environment, and bilingual ability in English and Spanish.

Core Competencies

Success in this role depends on mission focus, customer empathy, strong communication, proactive problem-solving, comfort working through ambiguity, relationship building, a growth mindset, and awareness of revenue impact.

Success in the First Year

Within 30 days, you should have solid product knowledge, complete your first onboarding independently, and be using internal systems and processes confidently. By 90 days, you should be managing the pipeline proactively, using training materials in live work, and receiving positive early feedback. By 12 months, the goal is to maintain customer satisfaction above 90%, keep renewals healthy, contribute measurable upsell results, and document a scalable onboarding playbook.

Compensation and Benefits

SurePass offers compensation aligned with experience and the market for customer success roles in SaaS and GovTech. Full package details are shared during interviews.

• Base salary that reflects experience
• Performance bonus tied to customer health, retention, and expansion outcomes
• Equity options
• Medical, dental, and vision coverage
• Flexible remote-friendly work setup
• Opportunity to make a direct impact on a mission-critical national platform

Additional Information

This position is remote-friendly with Colorado preferred. Travel of up to 25% may be required for client sites, onboarding visits, and conferences. The role is full-time.

SurePass is described as the national standard for authority verification.