Customer Success Manager
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Job Description
Customer Success Manager driving partnerships and product adoption for a government-oriented SaaS firm. Managing account strategies while ensuring retention and growth of existing customers across multiple states.
Responsibilities:
- Drive Strategic Growth & Partnerships: Serve as a trusted, high-value advisor to customers
- Develop and execute tailored account strategies to navigate unique workflows, political environments, and complex organizational dynamics, ensuring customer needs align with product capabilities
- Own Business Outcomes: Proactively manage renewals and negotiate expansion opportunities, meeting annual targets tied to retention and growth
- Enable Adoption & Value: Partner with our customers during the critical adoption phase and provide ongoing, targeted training to maximize their success
- Translate technical concepts and product updates into clear, practical value for diverse audiences
- Manage Success Metrics: Monitor and report on key performance indicators, including churn reduction, expansion revenue, and Customer Satisfaction (CSAT), utilizing data to inform strategic account planning
- Stakeholder Mapping & Advocacy: Identify and nurture relationships with all key decision-makers and influencers within your accounts, ensuring they receive appropriate support
- Act as the voice of the customer internally, collaborating with Product, Sales, and Support teams
- Travel: Attend customer visits and conferences based on territory needs. This typically involves 3-5 visits per quarter. (15-20% annually)
Requirements:
- Minimum 3+ years of experience in Customer Success (ideally within a fast-growing SaaS startup)
- Proven ability to manage complex accounts, drive renewals, and identify cross-sell opportunities
- Strong focus on achieving customer outcomes and building long-term partnerships
- Skill in navigating multiple stakeholders and a collaborative spirit for cross-functional conversations
- Ability to mitigate risk and de-escalate issues before they become critical
- Capacity to learn and support multiple products
- Proficiency in translating technical concepts into practical, customer-friendly language
- Clear, strategic communication (strong written and verbal skills) is essential for our remote environment
- Exceptional organizational skills and prioritization ability to manage multiple customers and incoming requests
- Familiarity with the following tools: Salesforce, Fathom, Hex, Google Suite, Slack, and Zoom.
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