Copy of Customer Success Manager

TrueComp

18h

About The Position

The Customer Success Manager owns a book of 50–75 public agency accounts from the point customers have produced real work in the platform through renewal, with accountability for retention and adoption. Customers include HR and finance directors and their analysts, who use TrueComp to price union proposals, build salary schedules, and support their numbers before elected officials. The role requires credibility in these conversations as well as responsiveness. Approximately 15–20 named accounts are managed on a set cadence; the remaining accounts are covered through scheduled check-ins and usage-based triggers. Every account renews annually, and the Customer Success Manager owns each renewal from start to finish. The role reports to the Chief Operations Officer and works closely with sales, support, and product. The position manages renewal planning, negotiations, forecasts, account health, customer relationships, escalations, and qualified expansion opportunities. It also routes customer feedback into the product roadmap process, partners with the Onboarding Specialist, records activity and forecasts in Salesforce, and helps build the customer success playbook at a 30-person company.

Requirements

Direct experience inside or alongside public sector HR or finance, such as agency work or vendor, consulting, or advisory work with agency HR and finance teams.
Working knowledge of compensation benchmarking, labor costing, or actuarial analysis, with the ability to engage credibly with compensation analysts.
Prior direct ownership of renewal outcomes, including pricing conversations and negotiation.
Working knowledge of public sector procurement, including purchase orders, fiscal year cycles, contract amendments, and competitive re-bids.
3–5 years of experience managing customer relationships with direct retention and renewal accountability.
Ability to independently manage a book of this size and prioritize across accounts without close supervision.
Clear, concise written communication suitable for HR director audiences.

Nice To Haves

SaaS experience.
Salesforce experience.
Prior work at a company with fewer than 100 employees.
Data literacy sufficient to interpret a usage report.

Responsibilities

Own renewal conversations for every account in the book, from early positioning through signed agreement.
Manage a renewal calendar that begins 120 days before renewal.
Negotiate pricing and terms within approved authority and bring matters outside that authority to the COO with a recommendation.
Manage purchase orders, fiscal year timing, contract amendments, and applicable re-bid requirements.
Forecast renewals accurately, identify risks early, and maintain an account health view that can be defended in forecast reviews.
Build working relationships with HR and finance leaders at each agency, beyond day-to-day contacts.
Understand customers’ budget adoption, bargaining, and council meeting calendars and plan engagement accordingly.
Run a consistent cadence with named accounts covering usage, upcoming budget and negotiation cycles, and open issues.
Own escalations end to end, involving support, product, or executive assistance when appropriate.
Identify and qualify expansion opportunities across additional modules, agencies, and consulting engagements, and pass them to sales with relevant context.
Route customer feedback and feature requests into the roadmap process with context and evidence for product and engineering.
Work with the Onboarding Specialist from kickoff onward to ensure a smooth handoff into ongoing account ownership.
Share patterns across the account book, including recurring friction, competitive pressure, and emerging use cases.
Track account activity, renewal forecasts, and escalations in Salesforce and keep records current.
Contribute to building the customer success playbook and defining company processes.