Customer Success Manager
Own the end-to-end success of government SaaS accounts by driving adoption, retention, renewals, and expansion. The role requires 4+ years of Customer Success experience, strong stakeholder management, strategic communication, and familiarity with listed customer and productivity tools.
About the job
Responsibilities
- Serve as a trusted advisor to government customers and develop tailored account strategies.
- Drive customer adoption, retention, renewals, and expansion opportunities.
- Navigate unique workflows, political environments, and complex organizational dynamics.
- Provide targeted training and translate technical concepts and product updates into practical customer value.
- Monitor and report on churn reduction, expansion revenue, and Customer Satisfaction (CSAT) metrics.
- Map and nurture relationships with key decision-makers and influencers.
- Advocate for customers internally and collaborate with Product, Sales, and Support teams.
- Attend customer visits and conferences based on territory needs, typically 3–5 visits per quarter (15–20% annually).
Requirements
- 4+ years of experience in Customer Success, ideally within a fast-growing SaaS startup.
- Experience managing complex accounts, driving renewals, and identifying cross-sell opportunities.
- Strong focus on customer outcomes and long-term partnerships.
- Ability to navigate multiple stakeholders and collaborate cross-functionally.
- Ability to mitigate risk and de-escalate issues.
- Capacity to learn and support multiple products.
- Ability to translate technical concepts into practical, customer-friendly language.
- Strong written and verbal communication skills.
- Exceptional organization and prioritization skills.
- Familiarity with Salesforce, Fathom, Hex, Google Suite, Slack, HubSpot, and Claude.
Compensation & Benefits
- Competitive compensation and stock equity plan.
- Medical, dental, vision, and life insurance.
- Company-sponsored pre-tax 401(k) retirement savings program.
- Flexible work environment supporting work from home.
- Flexible paid time off.
- Parental leave.
- Home office stipend.
Skills
Customer Success, SaaS, Salesforce, Fathom, Hex, Google Workspace, Slack, HubSpot, Claude, Account Management
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