Customer Success Manager

The Customer Success Manager role is a full-time, remote position that requires a candidate with Enterprise SaaS experience. The main responsibility of this role is to develop and maintain long-term relationships with customers, ensuring their needs are met and advocating for their objectives and pain points. The ideal candidate should have strong communication and relationship-building skills, as well as the ability to understand and articulate the value of the company's product to customers. Additionally, the role involves expanding the customer base and achieving retention goals.

• Engage customers by displaying empathy and being a thought partner
• Advocate for customers and ensure their needs are attended to
• Deepen relationships with customers by developing relationships with various individuals within the organization
• Broaden relationships by getting to know people in adjacent branches of local government or neighboring communities
• Understand the use case of the product and speak credibly to its day-to-day use and importance to customers' workflows
• Expand the book of business by growing the aggregate book of business over time, with a sub-goal for retention

• Enterprise SaaS experience
• Ability to develop long-term relationships with customers
• Strong engagement skills and ability to display empathy
• Advocate for customer needs and objectives
• Ability to deepen and broaden relationships with customers
• Familiarity with local government operations and workflows
• Goal-oriented and ability to grow book of business over time
• Ability to work remotely and align with Pacific Time hours
• Willingness to travel occasionally to customer sites and industry conferences

• Broaden relationships and network with people in adjacent branches of local government or neighboring communities
• Opportunity to cultivate referrals that can lead to cross-sell/upsell opportunities
• Gain deep understanding of the use case and day-to-day use of the product
• Ability to speak credibly about the product and its importance to customers' workflows
• Goal-oriented role with a focus on growing the aggregate book of business over time
• Sub-goal for retention of customers
• Prior Enterprise SaaS experience (deal sizes >$20K ACV)
• Accountability to growth targets for the book of business
• Opportunity to think critically and proactively lead customers towards recommended solutions
• Autonomy and creativity in work
• Hands-on approach as needed
• Attention to detail for the benefit of customers
• Patience and empathy with non-technical customers
• Collaboration with Solutions Engineers, Launch PMs, and other technical roles
• Opportunity to learn about the functioning of local government in America
• Valuing great minds and effective communication with empathy (EQ > IQ)
• Customer-centric approach, working closely with clients to understand their needs
• Start-to-finish ownership and taking responsibility for influenceable factors
• Actively practicing inclusion and building a diverse and inclusive team
• Fast-paced environment with a growth mindset