Customer Success Manager

Authorium • Washington, DC

24d • $70,000 - $95,000 • Onsite

About The Position

Authorium is seeking a Customer Success Manager who is outcomes-driven, organized, and energized by helping customers achieve measurable value from their product. The role involves developing a deep understanding of each customer’s workflows, usage patterns, and operational needs, as well as a thorough understanding of how Authorium functions. This position will translate customer technical usage and needs into structured input for the Product team, and communicate the product roadmap and capabilities to non-technical customer leadership. The Customer Success Manager will manage a portfolio of customer accounts, focusing on adoption metrics, user experience, customer health indicators, and potential expansion opportunities, with a primary measure of success being retention outcomes. This role acts as a crucial link between customers, the product organization, and the revenue team.

Requirements

• 1–3 years in a customer-facing role with substantive product depth (e.g., CSM, solutions consulting, technical account management, implementation, or product-adjacent client services).
• Scrappy and confident: operate with high autonomy, proactively engage customers, and bring a point of view.
• A natural translator: comfortable explaining customer technical usage and needs to product teams, and explaining product roadmaps to non-technical customer leadership.
• Data forward: ability to read usage dashboards, build analyses, and use evidence to back up recommendations.
• Comfortable presenting to customer executives, internal product leadership, and mixed audiences.
• A team player: operate well alongside Account Managers, Solutions, Support, and Product.
• Curious about how software products work and motivated to develop real product depth.
• Self-aware about scope: ability to go deep on the right things and resist getting lost in every detail of customer issues.
• Startup-ready: comfortable with ambiguity, excited by building from scratch, and energized by wearing multiple hats.

Nice To Haves

• Experience/knowledge of government, procurement, grants, or compliance-adjacent industries.
• Familiarity with tools like Jira, Pendo, Claude, Miro, Notion, Teamwork.
• Based in the Washington DC metro area with interest in regular in-person customer collaboration.

Responsibilities

• Drive customers from implementation into active, measurable, and durable product usage by building adoption plans grounded in each customer’s actual workflows.
• Track usage signals and intervene with substance when adoption stalls.
• Become an expert in how each customer uses Authorium daily, understanding the people, processes, friction points, and workarounds to surface user-experience realities.
• Serve as the structured voice of the customer to Product and Engineering, translating raw feedback into prioritized product input.
• Translate the product roadmap, new capabilities, and platform direction into language non-technical customer leadership can understand and use for planning.
• Operate as a peer alongside commercial Account Managers, sharing context, surfacing signals, and coordinating on customer strategy.
• Partner with Solutions and Implementation during onboarding handoffs.
• Coordinate with Support and Training on customer issues related to enablement or adoption.
• Work with Marketing on case studies and references where adoption stories warrant it.

Benefits

• Competitive base salary with variable compensation tied to customer outcomes (including retention and product usage)
• Equity participation in a growing GovTech company
• 100% employer-funded medical, dental, and vision insurance
• 401(k) with Profit Sharing Plan
• Flexible PTO
• $500 home office stipend
• Commuter stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed