Customer Success Manager

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

📋 Description

• Take ownership of strategic customer relationships.

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

• You will conduct regular check-ins, quarterly business reviews, and success planning sessions to ensure customers remain aligned, engaged, and on a path of growth.

• Propel the expansion and growth of our solutions.

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

• Oversee customer health within a CRM.

• You will ensure precise and current account data, respond to automated health alerts and trigger plays, and leverage the platform to proactively manage risks and opportunities across your portfolio and beyond.

• Act as the internal voice of the customer.

• You will contribute customer feedback, feature requests, and overall sentiment to product and leadership discussions.

• You will help influence how we build, prioritize, and communicate with our customers.

⛳️ Requirements

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

• Experience overseeing complex, multi-stakeholder accounts in a B2B SaaS or technology setting.

• Demonstrated ability to master new complex software.

• Proven history of driving both retention and expansion revenue.

• Excellent facilitation and communication skills—comfortable leading cross-functional calls and engaging in executive discussions.

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

• Highly organized, proactive, and adept at operating effectively in 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 fields, or similar “case management” software systems (healthcare, clinical).

• Contributing to the enhancement of a Customer Success team rollout.

• Familiarity with implementation or professional services environments.

🏝️ Benefits

• Competitive compensation.

• Comprehensive benefits package.

• Opportunity for growth as the team expands.

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