Senior Manager, Customer Upgrades

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions, and global medical concierge capabilities. We enable prominent organizations, disruptive brands, and influential individuals to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services for Fortune 500 corporations.

About the role

The Senior Manager of Customer Upgrades oversees a team of Implementation Specialists responsible for guiding customers through the transition from legacy Crisis24 solutions to our flagship platform. This role provides strategic leadership in resource management, capacity planning, and customer scheduling to achieve corporate objectives for upgrade completion within defined timeframes while maintaining strong customer satisfaction scores. Key responsibilities include ensuring customer satisfaction, identifying upsell opportunities, and managing escalations during the upgrade process.

Responsibilities

• Project & Delivery Management
  • Drive resource management, capacity planning, and scheduling to optimize utilization, velocity, quality, and objective achievement.
  • Own customer outcomes across the upgrade lifecycle and legacy retirement process, ensuring strong adoption, satisfaction, retention, and successful platform transitions.
  • Serve as primary escalation point for complex customer, technical, and project issues, driving timely resolution and risk mitigation.
  • Monitor and communicate project health, timelines, risks, blockers, and KPIs to leadership.
• Continuous Improvement
  • Drive continuous improvement through scalable processes, systems, and best practices that raise efficiency and success rates.
  • Ensure projects are delivered on time, within scope, and within budget.
• Leadership & Strategy
  • Lead, coach, and develop a team of Implementation Specialists across upgrades, migrations, and legacy platform retirement, owning performance management, mentoring, career pathing, and resourcing.
  • Drive a culture of accountability, collaboration, and customer-centricity.
• Cross-Functional Collaboration
  • Partner with Sales, Product, Support, and Operations to execute upgrade and retirement strategies, support renewals, and identify growth opportunities.
• Information Security
  • Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Requirements

• Bachelor's degree in Business, Information Technology, Project Management, or a related field, or equivalent experience.
• 8+ years of experience in Customer Success, Implementations, Project Management, or related customer-facing roles, including 5-7 years of people leadership experience.
• Proven success leading customer upgrade, migration, onboarding, implementation, or legacy platform retirement programs at scale, with measurable results in adoption, retention, or delivery velocity.
• Experience building, coaching, and developing high-performing teams.
• Strong project management, resource planning, and organizational skills, with the ability to manage multiple priorities simultaneously.
• Strong analytical, problem-solving, and communication skills, with a customer-first mindset.
• Experience with Salesforce or similar CRM project management platforms, Certinia or similar client onboarding and Professional Services Automation platforms.

Preferred Qualifications

• Certifications: PMP, PMI-ACP, ITIL, or similar.
• Experience implementing enterprise-level SaaS platforms.

Schedule

• Hybrid preferred in Annapolis, MD; remote work environment considered.
• May require occasional travel to meet with customers or attend company events.