Customer Success Manager
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Job Description
Customer Success Manager handling strategic relationships and driving growth in the Courts vertical for a SaaS company. Collaborating with various teams to enhance customer value and retention.
Responsibilities:
- Own strategic customer relationships
- You will serve as the named CSM for a portfolio of key (Case Management Software) accounts, building deep relationships with administrators, end users, and executive stakeholders
- You will run regular touchpoints, quarterly business reviews, and success planning sessions to keep customers aligned, engaged, and growing
- Drive expansion and growth of our solutions
- You will proactively identify opportunities for customers to expand their use of our products — whether through additional features, modules, or seats — and work closely with Sales to move those opportunities forward
- Manage customer health in a CRM
- You will maintain accurate, up-to-date account data, act on automated health alerts and trigger plays, and use the platform to stay ahead of risk and opportunity across your book of business and beyond
- Serve as the voice of the customer internally
- You will bring customer feedback, feature requests, and sentiment into product and leadership conversations
- You will help shape how we build, prioritize, and communicate with customers
Requirements:
- At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role
- Experience managing complex, multi-stakeholder accounts in a B2B SaaS or technology environment
- Proven ability to learn new complex software
- Track record of driving retention and expansion revenue
- Strong facilitation and communication skills — comfortable leading cross-functional calls and executive conversations
- Familiarity with customer success platforms (ChurnZero experience a strong plus)
- Highly organized, proactive, and comfortable operating with ambiguity
- Ability to travel up to 30% for on-site customer visits and QBRs
- Preferred Experience in the criminal justice, courts, corrections, or public sector technology space or similar “case management” type software systems (healthcare, clinical)
- Assisting in enhancing a Customer Success team rollout
- Familiarity with implementation or professional services environments
Benefits:
- Competitive compensation
- Comprehensive benefits package
- Opportunity to grow as the team scales
- Collaborative culture with strong cross-functional support from Product, Sales, and Leadership
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