Manager, Customer Advocacy
Backed by leading investors from Silicon Valley, Peregrine supports public safety agencies across the country — from Los Angeles to Louisville to Atlanta — empowering public servants to improve operations and make better decisions in the moments that matter. Today, our technology is used by customers to serve more than 30 million Americans. We’re motivated to build technologies by partnering with our customers; we listen to their needs, learn from their experiences, and develop effective solutions to help them achieve transformational outcomes. Together, we’re creating safer communities, protecting privacy and civil liberties, and helping everyone in America thrive.
We are a team of public service entrepreneurs who are passionate about solving hard problems. We trust and help each other, and love diving into challenges together. We believe empathy, curiosity, integrity, courage, and excellent execution are key to building impactful software. If mission-focused work is your north star, come build with us. We’re just getting started.
The Role
Your top priority in this role is ensuring full user adoption and building long-term relationships across a growing customer base- through the leadership of your team. You’ll empower and coach Customer Advocates to lend empathetic ears, solve complex customer problems, and unlock new ways to provide value to their work. Because you’ll be working with high-stakes customers like law enforcement and local government agencies, it’s important to design creative systems and processes that clear internal roadblocks so Peregrine can drive success at scale. As a manager, you’ll also partner with other teams to highlight wins, develop case studies, and amplify stories of Peregrine’s outsized impact. This role is critical to customer retention and growth, and the right candidate is an empathetic leader, a builder of scalable practices, and a proactive problem solver who thrives on helping their team and customers succeed.
About You
- You place a high value on cultivating positive customer relationships through your team; you care deeply about ensuring all customers and users feel supported with empathetic, best-fit solutions.
- You are energized by building and leading teams that sit at the intersection of user engagement and product adoption—particularly when outcomes affect mission-driven public safety work.
- You are passionate about removing roadblocks and setting your team up to consistently deliver customer satisfaction for agencies where failure isn’t an option.
- You bring creativity and strong critical thinking skills to designing systems, processes, and playbooks that help your team problem-solve challenges at customer agencies.
- You have incredible attention to detail, are highly organized, and can manage multiple priorities while scaling a growing department.
- You bring a curious, humble mindset to leadership—coaching, supporting, and collaborating with team members to solve difficult customer challenges together.
What We Look For
- 8–12+ years of experience in customer success or account management, including minimum 3+ years leading and scaling high-performing teams.
- Proven success implementing data-driven practices for customer health monitoring, lifecycle management, and renewals, with a true north star of zero net churn.
- Previous experience working directly with (or supporting) law enforcement, public safety, or military agencies is a nice-to-have, but not required.
- Significant experience in the enterprise software space; startup experience strongly preferred.
- Demonstrated ability to hire, coach, and develop talent while building and sustaining a strong, mission-driven team culture.
- Excellent relationship-building skills with the ability to partner cross-functionally with Sales, Implementation, Product, and Engineering to deliver seamless customer experiences.
- Track record of translating customer insights into product feedback and representing the voice of the customer in roadmap conversations, ensuring the product continues to support scalable, real-world impact for agencies.
- Located in San Francisco or New York City
Salary Range: $160,000 - $200,000 Annually + Benefits + Equity (if applicable) + Bonus (if applicable)
Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific work location. Information on the benefits offered is here.
Peregrine Technologies is committed to creating an inclusive environment for all employees. We celebrate diversity and are a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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