Customer Success Manager

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

📋 Description

• Take ownership of strategic customer relationships.

• You will act as the designated Customer Success Manager (CSM) for a selection of key accounts utilizing Case Management Software, fostering strong connections with administrators, end users, and executive stakeholders.

• Conduct regular check-ins, quarterly business reviews, and success planning sessions to ensure customers remain aligned, engaged, and are experiencing growth.

• Propel the expansion and growth of our solutions.

• Proactively identify opportunities for customers to enhance their use of our products—whether through additional features, modules, or seats—and collaborate closely with the Sales team to advance these opportunities.

• Oversee customer health within a CRM.

• Ensure accurate and current account data management, respond to automated health alerts and trigger plays, and utilize the platform to anticipate risks and opportunities within your portfolio and beyond.

• Represent the voice of the customer internally.

• Bring customer insights, feature requests, and overall sentiment into discussions with product and leadership teams, helping to shape our development, prioritization, and customer communication strategies.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or a similar customer-facing position.

• Experience managing intricate, multi-stakeholder accounts in a B2B SaaS or technology landscape.

• Demonstrated capability to quickly learn new complex software.

• Proven history of driving both retention and expansion revenue.

• Excellent facilitation and communication skills—comfortable leading cross-functional discussions and engaging in conversations with executives.

• Familiarity with customer success platforms, with ChurnZero experience being a significant advantage.

• Highly organized, proactive, and adept at navigating ambiguous situations.

• Willingness to travel up to 30% for on-site customer visits and quarterly business reviews.

• Preferred experience in the criminal justice, courts, corrections, or public sector technology sectors, or similar “case management” software systems (such as healthcare, clinical).

• Involvement in enhancing a Customer Success team rollout.

• Knowledge of implementation or professional services environments.

🏝️ Benefits

• Competitive compensation package.

• Comprehensive benefits and the potential for growth as the team expands.

• Collaborative working culture with robust cross-functional support from Product, Sales, and Leadership.