Client Success Manager

Department Name

Client Success and Training

Date Opened

10/15/2025

Job Type

Full time

Industry

Technology

City

Washington

State/Province

District of Columbia

Country

United States

Zip/Postal Code

20001

First Due is seeking a tech-savvy leader to serve as a Client Success Manager supporting some of our nation's leading public safety agencies. As a CSM, you will manage the post-sale client relationship through deployment, training, and ongoing support. Your primary focus will be ensuring public safety agencies get the most out of the First Due platform.

This role requires residency in the Capitol Region (Washington, DC, Maryland, or Virginia). The applicant will be expected to spend 50% of their time onsite or with our team and customers across the DMV Capitol Region.

The Role:

• Manage and develop long-term relationships with public safety customers across the DC Metro Region
• Maintain strong relationships with Fire Chiefs, EMS leadership, frontline responders, administrative staff, and IT stakeholders
• Coordinate with the Deployment Team to set up and configure customer accounts
• Lead virtual and in-person training sessions for Chiefs, Officers, and Line Personnel
• Gather feedback and collaborate with Product Management to prioritize enhancements
• Drive product adoption and increase customer satisfaction and engagement
• Leverage your Fire and EMS experience to understand customer workflows, pain points, and operational needs

Qualifications and Experience

You excel at developing strong partnerships and thrive in a dynamic, evolving environment. You are organized, personable, and tech-savvy. You also have:

• 5+ years of experience in Fire and EMS
• Strong understanding of public safety workflows and operational environments
• Experience with emergency services in the Capitol Region (DC, Maryland, Virginia) preferred.
• Technical experience implementing or managing software platforms
• Project management experience with a focus on training, coordination, and deadlines
• Excellent written, verbal, and interpersonal communication skills
• Strong time management and organizational skills
• A proven track record of meeting or exceeding performance goals
• Associate or bachelor's degree preferred

We encourage candidates from diverse backgrounds to apply—even if you don't meet every requirement.

Additional Requirements

• Must reside in Washington, DC, Maryland, or Virginia
• Must be able to be physically present in Washington, DC two weeks per month
• Must be available for frequent onsite engagement across the DMV Capitol Region
• Must be authorized to work in the U.S. without sponsorship
• Hiring contingent upon successful completion of a background check
• Participation in E-Verify required

Working at First Due

We offer a competitive compensation and benefits package, including:

• Medical, dental, and vision coverage
• FSA/HSA and 401(k)
• Flexible PTO
• Hybrid/remote workplace with technology stipend
• Professional development and growth opportunities

Visit to learn more.

If you are a resident of California, Colorado, New Jersey, New York, or Washington, contact us for a compensation estimate. Actual pay may vary based on experience, location, and other factors.

About First Due:

First Due is re-imagining Fire and EMS by providing an all-in-one cloud platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, and Response, First Due is transforming fire departments through next generation technology and innovation.

Locality Media, Inc. is an equal opportunity employer. We do not discriminate and will take appropriate measures to ensure against discrimination and/or harassment in employment, recruitment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, national origin, ancestry, age, religion or belief, political affiliation, mental, physical, or sensory disability, medical condition, genetic information, pregnancy, retaliation, military or veteran status, marital status, family or parental status, sexual orientation, gender identity or expression, sex, or any other status protected by the laws or regulations in the locations where we operate. We will provide reasonable accommodation for applicants or employees for medical or religious reasons. We are committed to providing an environment of respect, acceptance, inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.

First Due is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.