Customer Success Manager

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

📋 Description

• Take responsibility for a portfolio of 50–75 public agency accounts, overseeing both platform utilization and annual renewals.

• Ensure client retention and promote adoption within the account portfolio.

• Handle 15–20 designated accounts on a regular schedule while managing additional accounts through planned check-ins and usage-driven alerts.

• Lead all renewal discussions from initial positioning to the final signed agreement.

• Initiate renewal preparations 120 days prior to expiration.

• Negotiate pricing and terms within authorized limits and escalate any exceptions to the COO with appropriate recommendations.

• Oversee purchase orders, fiscal year scheduling, contract modifications, and relevant re-bid requirements.

• Accurately forecast renewals and proactively identify potential risks.

• Maintain a robust account health overview for review during forecasting sessions.

• Develop relationships with HR and finance leaders at public agencies.

• Be familiar with customer operational timelines, including budget approvals, bargaining periods, and council meetings.

• Conduct regular account management sessions focusing on usage, budgeting, negotiation cycles, and unresolved issues.

• Handle escalations from start to finish, collaborating with support, product, or executive teams as necessary.

• Spot and qualify opportunities for expansion, passing them to the sales team with the necessary context.

• Channel customer feedback and feature requests into the product development process.

• Collaborate with the Onboarding Specialist from project kickoff through to the transition of account ownership.

• Communicate recurring challenges, competitive pressures, and emerging use cases to the wider team.

• Monitor account activities, renewal projections, and escalations using Salesforce.

• Contribute to the development of the customer success playbook and assist in defining company processes.

⛳️ Requirements

• Direct experience working within or alongside public sector HR or finance departments.

• Familiarity with compensation benchmarking, labor costing, or actuarial analysis.

• Previous accountability for renewal outcomes, including pricing discussions and negotiations.

• Understanding of public sector procurement processes, including purchase orders, fiscal year timelines, contract modifications, and competitive re-bid procedures.

• 3–5 years of experience managing customer relationships with a focus on retention and renewal responsibilities.

• SaaS experience is preferred but not mandatory.

• Capability to independently manage a portfolio of 50–75 accounts, effectively prioritizing tasks without close supervision.

• Strong written communication skills that are clear and concise.

• Experience with Salesforce is preferred.

• Previous employment with a company of fewer than 100 employees is preferred.

• Sufficient data literacy to analyze and interpret usage reports.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits, including medical, dental, and vision plans.

• Generous paid time off and holiday policies.

• Opportunities for professional development and career advancement.

• A supportive and inclusive work environment.