Customer Success Manager

Location: Miami, FL (Coconut Grove)
Salary Range: $80,000 - $100,000 ($80,000 base with $20,000 MBOs)
Bonus: Eligible

Company Overview

Join Wrap Technologies (Nasdaq: WRAP) and help redefine the future of public safety.

We're a global leader in advanced solutions that combine cutting-edge technology, training, and services to meet the evolving challenges facing modern law enforcement. Our mission is to equip agencies to protect the communities they serve – fostering trust, strengthening relationships, and delivering safer outcomes.

Work at Wrap is fast-paced and challenging, but incredibly meaningful. We’re solving some of the most significant challenges in public safety. We’re building a team of people with talent to make things happen, take pride and own their amazing work, and work hard every day to drive real change. Wrap offers:

- Competitive base salary
- Flexible vacation policy
- Sick time & company-paid holidays
- Comprehensive healthcare benefits
- Collaborative team environment

Position Overview

This is a foundational role responsible for building and leading customer lifecycle strategies including onboarding, engagement, retention, and expansion. You’ll oversee daily success operations using HubSpot CRM and help shape the customer experience from the ground up. The ideal candidate thrives in ambiguity and has a strong mix of strategic planning and tactical execution.

What We’re Looking For

We're looking for a proactive, highly organized leader who thrives in high-growth, fast-moving environments. Someone who leads with empathy, excels in building systems, and is excited to shape our Customer Success strategy.

Culture Fit

Trust and communication are paramount. We value fast and honest communication. Mistakes are expected, but we expect ownership, transparency, and course correction. This is a team that thrives on trust and mutual accountability.

Key Responsibilities

- Own onboarding, lifecycle engagement, and renewal workflows.
- Build and manage CS playbooks using HubSpot.
- Set and track key performance metrics: time-to-value, churn, NPS.
- Conduct QBRs and success planning with high-value clients.
- Implement customer health scoring criteria and alerts.
- Document product feedback and coordinate with product team.
- Identify expansion opportunities and collaborate with Sales.
- Maintain accurate records and reporting dashboards in HubSpot.
- Mentor and support the Customer Success Representative.

Skills & Qualifications

- 3–5 years in a customer success or SaaS client-facing role.
- Hands-on experience with HubSpot or similar CRM tools.
- Strong interpersonal and relationship-building skills.
- Demonstrated ability to reduce churn and drive adoption.
- Excellent written and verbal communication skills.
- Self-starter comfortable building systems from scratch.

Work Location & Reporting Cadence

This is a full-time, onsite position based at Wrap’s Miami Corporate Headquarters. Reports to VP of Sales.

Additional Benefits

- Medical, dental, and vision insurance
- Life and disability insurance
- Flexible PTO and sick time
- Wrap 401K Plan
- Company-paid holidays
- Eligible for Management by Objectives (MBO) Bonus
- Develop and implement a CSAT (Customer Satisfaction) scoring system and feedback process.