Customer Success Manager

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

📋 Description

• Manage strategic relationships with customers.

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

• You will conduct regular touchpoints, quarterly business reviews, and success planning sessions to ensure customers remain aligned, engaged, and continue to grow.

• Promote the expansion and growth of our solutions.

• You will proactively seek opportunities for customers to enhance their utilization of our products—whether through additional features, modules, or user seats—and collaborate closely with Sales to advance these opportunities.

• Oversee customer health within a CRM.

• You will keep accurate and current account information, respond to automated health alerts and trigger plays, and leverage the platform to stay ahead of risks and opportunities across your portfolio and beyond.

• Represent the voice of the customer internally.

• You will convey customer feedback, feature requests, and overall sentiment during product and leadership discussions. Your input will help shape how we build, prioritize, and engage with customers.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Account Management, or a similar customer-facing role.

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

• Demonstrated ability to learn new complex software systems.

• Proven history of driving retention and revenue expansion.

• Strong facilitation and communication skills—comfortable leading cross-functional discussions and executive meetings.

• Familiarity with customer success platforms (experience with ChurnZero is a significant advantage).

• Highly organized, proactive, and capable of navigating ambiguity.

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

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

🏝️ Benefits

• Competitive salary.

• Health insurance coverage.

• Retirement savings plans.

• Paid time off.

• Flexible work options.

• Opportunities for professional development.