Customer Success Manager

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

📋 Description

• Take ownership of the complete success of government customer accounts.

• Promote adoption, retention, and growth across the customer portfolio.

• Act as a reliable and high-impact advisor for customers.

• Create and implement customized account strategies tailored to specific workflows, political contexts, and organizational dynamics.

• Match customer requirements with product features.

• Actively handle renewals and negotiate opportunities for expansion.

• Achieve annual goals related to retention and growth.

• Oversee contract lifecycles.

• Collaborate with customers during the adoption phase and offer targeted ongoing training.

• Convert technical concepts and product updates into tangible value.

• Monitor and report on churn reduction, expansion revenue, and Customer Satisfaction (CSAT).

• Utilize data to guide strategic account planning.

• Identify and cultivate relationships with influential decision-makers.

• Represent the customer’s voice internally.

• Work in tandem with Product, Sales, and Support teams.

• Attend customer visits and conferences as per territory requirements, typically 3–5 visits per quarter (15–20% annually).

⛳️ Requirements

• Minimum of 4 years of experience in Customer Success, preferably in a rapidly growing SaaS startup.

• Demonstrated ability to manage complex accounts, drive renewals, and pinpoint cross-sell opportunities.

• Strong emphasis on achieving customer outcomes and fostering long-term partnerships.

• Proficient in navigating multiple stakeholders and collaborating across departments.

• Capability to mitigate risks and resolve issues before they escalate.

• Ability to learn and support various products.

• Expertise in translating technical concepts into accessible, customer-friendly language.

• Excellent strategic written and verbal communication skills.

• Outstanding organizational and prioritization skills to handle multiple customers and incoming requests.

• Familiarity with Salesforce, Fathom, Hex, Google Suite, Slack, HubSpot, and Claude.

• Applicants should be located in the Central, Mountain, or Pacific Time Zones.

🏝️ Benefits

• Competitive salary along with a stock equity program.

• Comprehensive benefits package that includes medical, dental, vision, and life insurance.

• Company-sponsored pre-tax retirement savings program (401k).

• Flexible work environment accommodating remote work.

• Flexible Paid Time Off (PTO).

• Parental leave benefits.

• Stipend for home office setup.

• Stipend for home office equipment.

• Flexible working arrangements.

• Opportunities for continuous learning and development.

• Fully remote team structure.

• Access to an online community and local support.