Customer Success Manager
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Job Description
Customer Success Manager retaining and expanding public-sector agency accounts for TrueComp’s workforce-planning platform. Owning renewals, adoption, escalations, and customer relationships.
Responsibilities:
- Own a book of 50–75 public agency accounts from real platform usage through annual renewal
- Own retention and adoption across the account book
- Manage 15–20 named accounts on a set cadence and cover remaining accounts through scheduled check-ins and usage-based triggers
- Own every renewal conversation from early positioning through signed agreement
- Start renewal planning 120 days in advance
- Negotiate pricing and terms within approved authority and escalate exceptions to the COO with recommendations
- Manage purchase orders, fiscal year timing, contract amendments, and applicable re-bid requirements
- Forecast renewals accurately and identify risks early
- Maintain a defensible account health view for forecast reviews
- Build relationships with HR and finance leadership at public agencies
- Understand customer operating calendars, including budget adoption, bargaining cycles, and council meetings
- Run named-account cadences covering usage, budget and negotiation cycles, and open issues
- Own escalations end to end with support from support, product, or executives as needed
- Identify and qualify expansion opportunities and hand them to sales with relevant context
- Route customer feedback and feature requests into the product roadmap process
- Work with the Onboarding Specialist from kickoff through transition to ownership
- Share recurring friction, competitive pressure, and emerging use cases with the broader team
- Track account activity, renewal forecasts, and escalations in Salesforce
- Contribute to the customer success playbook and help define company processes
Requirements:
- Direct experience inside or alongside public sector HR or finance
- Working knowledge of compensation benchmarking, labor costing, or actuarial analysis
- Direct ownership of renewal outcomes in a prior role, including pricing conversations and negotiation
- Working knowledge of public sector procurement, including purchase orders, fiscal year cycles, contract amendments, and competitive re-bid requirements
- 3–5 years managing customer relationships with direct retention and renewal accountability
- SaaS experience preferred, not required
- Ability to manage a book of 50–75 accounts independently, prioritizing without close supervision
- Clear and concise written communication
- Salesforce experience preferred
- Prior work at a company under 100 employees preferred
- Data literacy sufficient to interpret usage reports
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