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State Client Success Manager

Remote - US Only

About First Due

First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.

Job Title: State Client Success Manager

Location: Remote - US Only
Country: United States
Department: Customer Success
Reports To: VP of Customer Success
Position Type: Full-Time

 

Job Summary:

First Due is hiring a State Client Success Manager (CSM) to own success, retention, and growth for our State EMS customers across the United States. This role serves as the primary relationship owner, strategic advisor, and operational partner for state-level EMS organizations and affiliated agencies.

As the State CSM, you will drive adoption and measurable outcomes across complex, multi-stakeholder environments. You will lead state account strategy from onboarding through renewal, support RFP and procurement efforts, and work cross-functionally to ensure data and operational compliance with national and state requirements. You will also act as an internal enablement leader—guiding and mentoring Implementation, Client Success, and Support teams to raise the quality and consistency of EMS service delivery across First Due’s client base.

Key Responsibilities:

Client Relationship Management

  • Serve as the main point of contact for all state accounts.
  • Build and maintain strong relationships with key stakeholders across various state agencies and statewide EMS organizations.
  • Develop a deep understanding of each state’s unique challenges, procurement processes, and solution needs.
  • Provide direct support to state organizations, ensuring timely guidance and issue resolution.
  • Ensure client satisfaction by proactively identifying areas of improvement and advocating for client interests internally.


Customer Success, Retention & Growth

  • Act as the Client Success Manager for all state clients, ensuring successful onboarding, engagement, and renewal.
  • Drive adoption and continued engagement of the First Due platform across statewide programs and distributed stakeholder groups.
  • Monitor account health and usage metrics; conduct regular check-ins, performance reviews, and executive business reviews.
  • Proactively identify at-risk accounts and execute action plans to strengthen satisfaction and retention.
  • Partner with Sales on renewal strategy, contract expansion, cross-sell opportunities, and RFP-related pursuits.
  • Participate in RFP content generation by contributing product positioning, outcomes, implementation approach, and state-specific requirements.
  • Assist in the development and implementation of client communications and operational workflows for renewals, feedback, and support escalation.


Contract Stewardship & Compliance

  • Develop strong knowledge of contracts for supported state organizations, including scope, SLAs, deliverables, timelines, and renewal terms.
  • Ensure First Due is adhering to contractual requirements and proactively flag risks, gaps, or changes needed to maintain compliance.
  • Coordinate with internal teams (Legal, Finance, Sales, Services, Support) to align contract obligations with delivery execution and customer expectations.
  • Support renewal preparation by maintaining accurate documentation of performance, deliverables, and contract-related milestones.


Compliance, Initiatives & Cross-Functional Execution

  • Work with Service teams to ensure data compliance with all national and state requirements.
  • Identify, solution, and implement initiatives and projects that improve compliance, adoption, and statewide outcomes.
  • Collaborate with internal Service teams (Implementation, Support, CS, Data/Reporting, etc.) to improve compliance across all states.
  • Establish repeatable playbooks, best practices, and escalation paths for state-level EMS clients.


State Market Intelligence & Enablement

  • Research and document the current solution stack, renewal schedules, and procurement posture for state accounts.
  • Identify and maintain direct points of contact within key state agencies and related statewide stakeholder networks.
  • Collaborate with leadership and legal to establish standard processes around sole-source procurement and renewal protest strategies.
  • Support Product and Marketing teams with field insights to inform positioning, messaging, and feature development.
  • Collaborate with Product to improve state solution offerings and ensure the roadmap reflects state EMS requirements.
  • Provide guidance and mentorship to Implementation, Client Success Managers, and Support teams to strengthen service delivery for EMS clients across the broader First Due customer base.
  • Participate in user groups, conferences, and regional/national EMS events to strengthen relationships within the state EMS community.


Qualifications:

  • Experience working with State EMS organizations, state government agencies, or statewide public safety programs (or equivalent experience supporting them in a vendor/partner capacity).
  • Proven ability to manage enterprise or public-sector customers with multiple stakeholders, complex requirements, and formal procurement/contracting processes.
  • Demonstrated ability to lead customer conversations with state-level leadership, program directors, and cross-agency stakeholders.
  • Strong written communication skills, including experience contributing to RFP responses and formal procurement documentation.
  • Operational discipline and strong project management skills, including coordinating cross-functional initiatives and driving closure.
  • Data-driven mindset with the ability to interpret usage trends, identify risk signals, and drive measurable outcomes.
  • Familiarity with public safety / EMS technology ecosystems, statewide reporting, data governance, and compliance requirements is a plus.
  • Willingness to travel occasionally for onsite agency visits, conferences, and strategic planning sessions.

For US-based Roles
All applicants must be authorized to work for any US employer in the United States. Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.

Physical Demands and Work Environment
This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to people@firstdue.com.

Working at First Due
First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more.

If you are a resident of a state requiring wage transparency, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.

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