State Client Success Manager

About

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.
• 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…