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 long-term relationships with customers and deepen engagement with them. The ideal candidate should have excellent communication and relationship-building skills, as well as the ability to understand and advocate for customer needs. Additionally, the role involves expanding and broadening relationships with customers and other local government entities. The Customer Success Manager will also be responsible for growing their book of business over time.

• Engage customers by developing trust, 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 connecting with people in adjacent branches of local government or neighboring communities
• Understand the use case of the product and be able to speak credibly about 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
• Empathy and creativity in serving customers
• Commercial sensitivity
• Full-time and remote availability
• Ability to work Pacific Time hours
• Occasional travel to customer sites and industry conferences
• Engage customers with a personalized approach
• Advocate for customer needs
• Deepen relationships with customers
• Broaden relationships with adjacent branches of local government or neighboring communities
• Understand the use case of the product
• Ability to grow and retain a book of business over time

• Competitive salary range of $70-100K base
• Benefits package
• Equity
• Commission opportunities
• Full-time and fully remote position
• Reporting to the Head of Customer Success
• Flexible working hours aligned with Pacific Time
• Occasional travel to customer sites and industry conferences (once every 3-6 months)
• Opportunity to develop long-term relationships with customers
• Deepen engagement with customers
• Advocate for customer needs and objectives
• Develop relationships with various stakeholders within customer organizations
• Cultivate referrals and cross-sell/upsell opportunities
• Gain understanding of product use case and its importance to customer workflows
• Goal-oriented role with growth targets for book of business
• Autonomy and creativity in work approach
• Attention to detail for customer satisfaction
• Patience and empathy with non-technical customers
• Collaboration with technical roles
• Opportunity to learn about the functioning of local government in America
• Emphasis on EQ (emotional intelligence) and effective communication
• Customer-centric approach
• Ownership and responsibility for tasks
• Commitment to diversity and inclusion
• Fast-paced environment with a growth mindset