* Contracts, renewals, and invoices go out on time, every time
* Customers are correctly set up across every system
* Support tickets are resolved with clear ownership and documentation
* No missing paperwork, lost POs, or surprise churn
* Sales and Operations can focus on growth because execution is predictable and reliable
Who This Is For
This role is for someone who is: exceptionally detail-oriented and conscientious, a strong problem-solver who traces issues to root cause, comfortable owning revenue-critical workflows, fluent with Zendesk, DocuSign, CRMs, and accounting tools, near-native in written and spoken English with a professional tone suitable for government and enterprise customers, reliable, methodical, and hard to surprise. You are not just “support.” You are the operational backbone of customer trust and recurring revenue.
Blazestack is a forward-thinking technology company delivering mission-critical software for public safety teams. As part of our Customer Operations & Success team, you will own the entire operational and commercial customer lifecycle—from initial agreement through onboarding, support, renewals, and billing. You’ll work closely with Sales, Operations, Finance, and Engineering to ensure accuracy, timeliness, and a seamless customer experience. This role is essential for maintaining trusted relationships, driving renewals, and optimizing revenue operations in a fast-moving, remote-first environment. You will operate without supporting staff initially, requiring exceptional organization, deep attention to detail, and a proactive approach to problem-solving.
1) Agreements, Renewals & Revenue Retention
- Draft, manage, and execute yearly and multi-year customer agreements via DocuSign
- Manage contract edits, comparisons, approvals, and signature tracking
- Maintain vendor forms and procurement documentation
- Run renewal timelines, follow-ups, and multi-year transitions
- Identify opportunities to convert annual customers into multi-year agreements
- Escalate churn risk or complex negotiations to Sales and Operations
2) Onboarding & Lifecycle Management
- Set up new customer accounts, organizations, and access
- Coordinate onboarding emails, calls, and platform setup
- Maintain accurate contract, deal, and organization records across CRM and internal systems
- Run structured customer check-ins to track adoption, satisfaction, and renewal readiness
- Monitor automation accuracy, contract terms, and renewal intent
3) Billing, Invoicing & Payments
- Create customer accounts and invoices in accounting software
- Issue yearly and multi-year invoices (including manual multi-year billing)
- Track payments, follow up on overdue balances, and manage POs
- Maintain AR tracking and billing records
4) Customer Support & Escalation
- Serve as the primary support contact via Zendesk, email, and phone
- Own the Zendesk queue: triage, response, escalation, and closure
- Replicate issues, coordinate with engineering, and run screen-shares
- Schedule trainings, demos, compatibility tests, and tutorials
- Deliver calm, structured, high-quality customer communications that build trust
5) Internal Operations, Metrics & Quality Control
- Keep contracts, billing, and customer records audit-ready
- Maintain SOPs, onboarding playbooks, and internal documentation
- Track CSAT, feedback, testimonials, and churn data
- Design, maintain, and continuously improve efficiency and performance metrics
- Coordinate customer gifts, sponsorships, and internal follow-ups
Experience in SaaS customer operations, revenue operations, or billing/commercial roles; familiarity with CRM systems (e.g., Salesforce), accounting software, and contract management tools; ability to manage multiple concurrent processes with high accuracy; strong communication and collaboration skills; willingness to learn and adapt in a fast-paced, remote-first environment.
