Customer Success Manager
Forerunner•Portland, ME
•Hybrid
About The Position
As a Customer Success Manager, you will own the ongoing success of a full book of business — from onboarding through renewal — ensuring every account realizes measurable value from Forerunner and grows into a durable, trusted partnership. You'll work at the intersection of relationship management, product adoption, and account growth, partnering with Sales, Product, and Engineering to keep outcomes on track.
Requirements
- 4-6 years of professional experience in customer success, account management, or client services, with a track record of managing end-to-end renewals and proactively uncovering expansion opportunities within a portfolio.
- Experience serving government agencies or regulated industries — GovTech, floodplain management or flood insurance, GIS/mapping, or public-sector project management are all relevant backgrounds, though not required.
- Comfortable managing complex, public-sector relationships and decision cycles; experience partnering with government clients or supporting complex public-sector workflows is a plus.
- An excellent, empathetic communicator — you're often a customer's first point of contact, and building trust matters in our space.
- Detail-oriented and committed to quality, with genuine enthusiasm for creating customer value.
- Comfortable with a high degree of ambiguity — able to prioritize independently and take on responsibility as the team grows.
- Experience supporting SaaS software is preferred but not required.
Nice To Haves
- Experience serving government agencies or regulated industries — GovTech, floodplain management or flood insurance, GIS/mapping, or public-sector project management are all relevant backgrounds, though not required.
- Experience partnering with government clients or supporting complex public-sector workflows is a plus.
- Experience supporting SaaS software is preferred but not required.
Responsibilities
- Serve as a trusted advisor to your accounts, understanding their workflows and goals well enough to guide them toward renewal.
- Own customer health across your portfolio, using data and regular check-ins to catch risk early and keep accounts moving toward measurable outcomes.
- Guide customers through public-sector and regulated-industry decision cycles with patience and clear communication.
- Partner with the Deployment Specialist to take a clean handoff at go-live and carry momentum into the ongoing success phase.
- Drive adoption through user communications, customized in-app onboarding, and continued learning so customers get full value from their investment.
- Configure customer environments and settings as needs evolve, using both the product front end and Forerunner's internal tools.
- Identify and pursue expansion opportunities — upsells, add-ons, and cross-sells — within your accounts.
- Partner with Sales and leadership to build the case for expansion and drive it to close.
- Share customer feedback, ideas, and concerns with Product and Engineering to inform the roadmap.
- Evangelize customer success stories across your accounts to help build the broader Forerunner community.
- Contribute to the ongoing development of CS policy, process, and playbooks as an early member of a growing team.
Benefits
- health/vision/dental coverage
- a 401k plan
- one expensed lunch per week
- quarterly wellness reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
