InTime

1 Job

78 Employees

About the Company

InTime is the leading scheduling and workforce management software for public safety. With over 25 years in the public safety sector, InTime has the proven expertise in understanding the complex scheduling needs of law enforcement, corrections, dispatch, and fire agencies. InTime is comprised of a breadth of capabilities and modules, the core of which are Staff Scheduling, Timekeeping, and Overtime Management. InTime's fully integrated Wellness solution also enables agencies with proactive fatigue management using scheduling data and an on-demand resource library designed to support staff's wellbeing. With InTime, agencies can increase productivity, reduce costs, ensure compliance, and support staff wellness. Drawing upon over 20 years of experience as a leader in the Public Safety Market, we have been able to continually innovate and use customer feedback to bring a solution that is tailored specifically to your agency.

Listed Jobs

Company Name: InTime
Job Title: Customer Success Manager
Job Description: Customer Success Manager **Role Summary** Oversee customer lifecycle, driving product adoption, retention, and upselling for SaaS-based workforce scheduling and management solutions. Focus on building long-term partnerships with public safety clients to align solutions with organizational goals, reduce churn, and achieve 96%+ retention targets. **Expectations** - Maintain 96%+ account retention through proactive relationship management and issue resolution. - Achieve revenue growth via upselling of additional modules and products. - Meet OKRs and performance metrics tied to adoption rates, customer health scores, and renewal success. **Key Responsibilities** - Own end-to-end customer journey from onboarding through renewal, creating personalized adoption plans and training programs. - Conduct account planning, business reviews, and health score monitoring to identify opportunities, address risks, and improve usage. - Develop and maintain key stakeholder relationships across client organizations, including municipal and state-level partners. - Collaborate with sales, product, and operations teams to resolve crises, align solutions, and optimize customer experiences. - Capture customer feedback and success stories to inform product development and marketing initiatives. - Leverage analytics (Salesforce, CRM tools) to track engagement, identify trends, and drive data-informed decisions. **Required Skills** - 3+ years in customer-facing roles (SaaS preferred). - Strong communication, relationship-building, and problem-solving capabilities. - Technical proficiency to explain product features and troubleshoot issues. - Experience with CRM tools (Salesforce), virtual collaboration platforms (Zoom, Slack), and project management software (Jira, Asana). - Analytical skills to interpret customer data and generate insights. **Required Education & Certifications** - Bachelor’s degree in business, marketing, or related field. - Demonstrated leadership and team management experience. - SaaS industry knowledge or equivalent experience.