Customer Success Manager

ClearPoint Strategy•Arlington, VA

20h•Remote

About The Position

The Customer Success Manager (CSM) owns the success of a portfolio of Enterprise and Growth ClearPoint customers. The job is not to host meetings or run a checklist of touchpoints. The job is to deeply understand what each customer is trying to accomplish—their real goals, not just the ones on the contract—and to help them get there. We see ourselves as expert coaches and advisors. Our customers should walk away from every interaction smarter, more confident, and better positioned to be the hero inside their organization. That sometimes means saying no, pushing back, or redirecting a request that won’t actually serve them. It always means showing up as a partner who knows the work, not a vendor managing an account. This is also an AI-first role. You will work side-by-side with Agency’s Kai, our AI teammate, and we expect you to use AI as the default lever for any repeatable workload—prep, research, drafting, analysis, follow-up. Your time should go to the high-judgment work that actually moves customers forward. You will partner closely with Customer Success Engineers (CSEs) on technical projects and operate at both the tactical and strategic levels. Exceptional communication, judgment, and relationship skills are required. So is comfort with ambiguity—the ground shifts often here, and you need to keep up.

Requirements

2–5 years in Account Management or SaaS Customer Success required.
Customer-facing experience at a subscription technology company required.
Working fluency with Microsoft Office Suite required.
Candidates must live within ~100 miles of Arlington, VA and lives in the following states: VA, DC, MD, PA.
Employment is contingent upon successful completion of the I9 Federal work authorization verification.
We don't offer visa sponsorship or work permits.
Employment is contingent upon successful background and reference checks.
All offers of employment are contingent upon clear results of a thorough background check.
Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary and may include: Social Security Verification, Criminal History, Credit History, Personal and Professional References, social media, Prior Employment Verification, Educational Verification, and Motor Vehicle Records.
ClearPoint reserves the right to modify this policy at any time without notice.
ClearPoint Strategy provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or genetics.
We seek to build a diverse staff representative of the communities we serve.
All qualified applicants are strongly encouraged to apply.

Nice To Haves

Bachelor’s degree, or seven years of relevant work experience, preferred.
Background in strategy or performance management preferred.
Hands-on experience using AI tools (Claude, ChatGPT, Agency, Copilot, custom agents, etc.) in a professional context preferred.
Experience working with local government customers preferred.

Responsibilities

Develop a deep understanding of what each customer is trying to accomplish—the goals on the contract and the goals behind them—and build the plan to help them get there.
Act as an expert coach and advisor: bring strategy execution expertise, ClearPoint expertise, and a clear point of view to every customer conversation.
Push back, redirect, or say no when a customer request won’t actually serve their goals. Help them see what they’re missing, not just give them what they ask for.
Run structured business reviews with customers when they add value—not on a fixed cadence for their own sake. The format should serve the relationship, not the calendar.
Manage onboarding and adoption; coach customers on the structure and habits that will compound value over time.
Own renewals, expansion, and customer satisfaction—watching for both positive and negative trends and turning insights into action.
Use Agency and other AI tools as the first lever for any repeatable workload. Continuously raise the floor on what AI handles so your time goes to high-judgment work.
Provide structured feedback to Product on what customers need; partner cross-functionally with Sales, Marketing, and Product as the voice of the customer.
Contribute to the strategic direction of the team by leading or participating in internal initiatives.
Bring a team-first attitude, a can-do spirit, and high standards every day.
This job description is not a comprehensive list of duties. Responsibilities and activities may change at any time, with or without notice—often quickly.

Benefits

Competitive salary commensurate with your experience
Performance-based bonus program
100% paid health insurance & dental insurance
401(k) program
Open vacation policy
Professional development, training, and mentorship programs
Chance to get in on the “ground floor” of a tech company with startup energy
Ability to make a difference from day one
Fantastic colleagues and customers
Employee referral bonuses to encourage the addition of great new people to the team
Team events and offsite retreats
Company organized volunteer days