Customer Success Manager

State Affairs•Miami, FL

8d•$100,000 - $140,000•Onsite

About The Position

State Affairs is the nation’s leading news and policy intelligence platform focused on state governments. We combine nonpartisan coverage of Statehouses across the country alongside state government data and AI-native tools into a singular platform. We inform and empower decision makers, policy professionals and citizens through our award-winning journalism and data – delivering profound insights to help our customers decode and act on state politics and policy. We’re building a category-defining business that will reshape America as we strengthen visibility into what’s happening and why at the state level. We are hiring a Customer Success Manager to join our team located in Miami, Florida or Washington, DC. As a Customer Success Manager, you will: Lead onboarding and early adoption for our tools/SaaS customers, ensuring fast time-to-value and strong product habits Translate customer goals into clear workflows and train users through live and recorded sessions Monitor engagement and account health, proactively identifying risk and driving retention Re-engage customers through enablement, refreshers, and feature education to sustain long-term adoption Identify and support expansion opportunities such as additional seats, teams, or state coverage Partner cross-functionally with Enterprise Account Directors, Support, Product, and Finance to deliver a seamless customer experience Capture and share structured customer feedback to inform product improvements and roadmap priorities

Requirements

5+ years of experience in Customer Success, Account Management, or a client-facing supporting and engagement SaaS role (this is not a sales position)
Prior professional work experience using customer engagement or CRM tools
Ability to onboard customers, drive product adoption, and reduce churn
Ability to operate independently in a dynamic, high-volume environment
Communication and presentation skills with the ability to explain complex tools simply
Candidates must be authorized to work in the United States without the need for current or future company sponsorship.

Nice To Haves

Bachelor’s Degree preferred
Experience working with policy, government affairs, or regulated-industry customers
Prior experience in a startup or scaling SaaS organization
Ability to build repeatable onboarding and enablement playbooks

Responsibilities

Lead onboarding and early adoption for our tools/SaaS customers, ensuring fast time-to-value and strong product habits
Translate customer goals into clear workflows and train users through live and recorded sessions
Monitor engagement and account health, proactively identifying risk and driving retention
Re-engage customers through enablement, refreshers, and feature education to sustain long-term adoption
Identify and support expansion opportunities such as additional seats, teams, or state coverage
Partner cross-functionally with Enterprise Account Directors, Support, Product, and Finance to deliver a seamless customer experience
Capture and share structured customer feedback to inform product improvements and roadmap priorities