Customer Success Manager

This is a fully remote position, open to applicants in Gabon.

📋 Description

• Manage the post-sale customer relationship for government clients.

• Promote product adoption, enhance customer satisfaction, ensure retention, oversee renewals, and facilitate account growth.

• Act as the primary advocate for customers within internal teams and serve as a trusted advisor.

• Lead regular business reviews that address customer value, account status, support activities, product updates, adoption, and new solutions.

• Create and sustain strategic success plans that align with customer goals and measurable business outcomes.

• Coordinate renewal processes and confirm that the necessary contracts are in place.

• Supervise and escalate any billing and collections issues.

• Handle customer escalations related to support, expectations, executive sponsorship, or overall service experience.

• Cultivate relationships with executives, operational leaders, and key stakeholders.

• Establish customer reference relationships and keep accurate CRM records.

• Identify and assess retention risks using account health metrics, product usage data, survey feedback, and support trends.

• Develop and implement remediation plans for accounts at risk.

• Oversee onboarding processes, including training recommendations and facilitation.

• Spot cross-sell opportunities within assigned accounts.

• Advocate for customers within Catalis and proactively escalate concerns.

• Collaborate with sales, product, implementation, support, and other internal teams.

• Travel is expected to be approximately 30–50%.

⛳️ Requirements

• Minimum of three years of experience in customer success, account management, or a similar customer-facing role, ideally within a SaaS or technology environment.

• Proven experience in leading account reviews, managing escalations, supporting renewals, and representing the organization in customer meetings or industry events.

• Bachelor’s degree in business, marketing, communications, or a similar field, or equivalent professional experience.

• Strong analytical skills and business judgment, including the ability to interpret customer, product, and account data; identify trends and risks; and translate insights into actionable recommendations and plans.

• Capability to manage multiple customers, projects, and competing priorities in a fast-paced, dynamic environment.

• Highly organized and detail-oriented, with a meticulous approach to documentation.

• Excellent written and verbal communication, presentation, and customer engagement abilities.

• Proven ability to build trusted relationships across executive, operational, and internal teams.

• Collaborative and self-motivated, with the ability to influence outcomes across departments without direct authority.

• Experience in the software industry is preferred.

🏝️ Benefits

• A vibrant, supportive work atmosphere within a mission-driven organization.

• A competitive salary along with a comprehensive benefits package.

• Medical, dental, and vision insurance.

• Unlimited paid time off.

• Options for Health Savings Account and Flexible Spending Account.

• 401(k) plan with employer matching contributions.

• Paid parental leave.

• ABLE account matching contributions available for members of the disability community.

• Employer-sponsored short-term and long-term disability insurance.

• Group term life insurance.

• Financial and legal support through the Employee Assistance Program.

• Opportunities for professional development and career advancement.

• Chance to make a significant impact on government service delivery and the communities served.