Senior Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more state.

📋 Description

• Manage a client portfolio within the local government, transportation, utilities, and energy sectors.

• Establish trusted partnerships with senior stakeholders.

• Conduct regular Account Reviews and facilitate strategic alignment sessions.

• Promote product adoption and provide targeted training initiatives.

• Ensure clients meet their engagement and compliance objectives.

• Lead activities related to renewals and price adjustments.

• Exhibit consistent value and proactively identify renewal risks.

• Assist in commercial discussions by providing customer insights and context.

• Identify, track, and mitigate customer-related risks.

• Address gaps in adoption, changes in stakeholders, and potential value decline.

• Collaborate with Account Managers to discover, qualify, and confirm opportunities for expansion.

• Highlight customer needs, usage indicators, and outcome deficiencies to facilitate effective transitions.

• Advocate for customer feedback internally to influence product enhancements and service improvements.

• Develop customer relationships that foster referrals and advocacy through testimonials, case studies, and introductions.

• Visit key clients for strategic reviews, workshops, and events.

⛳️ Requirements

• 5-8+ years of experience in Customer Success or Account Management within a SaaS environment.

• Demonstrated success in retaining and expanding complex, multi-stakeholder accounts.

• Background in sectors like state government transportation departments, utilities, or renewable energy.

• Strong knowledge of stakeholder relationship management and community engagement methodologies.

• Familiarity with CRM systems such as Salesforce or HubSpot.

• Experience with customer health metrics and success planning strategies.

• Excellent communication, facilitation, and presentation abilities.

• Capability to work independently in a remote-first setting while collaborating with global teams.

• Experience with platforms such as PublicInput, GoVocal, Borealis, Granicus, Zencity, or CivicPlus is advantageous.

• Understanding of IAP2 principles or other public participation frameworks is a plus.

• Willingness to travel for customer engagement, up to 25%.

🏝️ Benefits

• Performance-based commission structure.

• Four weeks of paid vacation each year.

• Company-sponsored health insurance.

• Annual allowance for professional development.

• Annual health and wellness allowance.

• Opportunity to influence the future of civic engagement technology.

• Travel opportunities to engage with clients and participate in industry events.

• Join a mission-driven team dedicated to public impact.