Customer Success Manager, SymPro

Aquila Software Group • Miramar, FL

21h • Remote

About The Position

SymPro, an Aquila company and part of Constellation Software, provides treasury management software for public sector organizations across North America. The Customer Success Manager builds and strengthens relationships with existing government agency and public institution customers, serving as their primary point of contact after implementation. The role helps customers get value from SymPro’s investment, debt, and cash management solutions, including newer cloud-based products.

Reporting to the Sales and Marketing Manager, this position owns customer relationships, supports renewals and retention, coordinates customer needs with internal teams, and identifies opportunities for migrations, additional products, modules, and services. It also maintains CRM account records, monitors account health, and shares customer feedback with relevant teams. The role is full-time and remote, based in the United States or Canada.

Requirements

• Experience building customer trust in a relationship-focused role, such as customer success, account management, client services, inside sales, banking, software, public sector, financial services, or a related environment.
• Ability to manage a customer portfolio, establish a consistent outreach rhythm, track open items, and monitor account health.
• Clear communication and coordination skills, including listening to customer concerns, clarifying next steps, and following through.
• Ability to identify opportunities involving renewals, account expansion, product migrations, lead generation, and revenue goals while maintaining a customer-focused approach.
• Professionalism and ability to build rapport with finance, treasury, accounting, investment, and operational stakeholders.
• Ability to learn software products, understand technology-supported customer workflows, and recognize when to involve Support, Implementation, Sales, or Product.

Nice To Haves

• Experience with public sector organizations, treasury, investment, debt, cash management, accounting-adjacent software, SaaS subscription models, renewals, migrations, CRM tools, ticketing systems, or AI-enabled workflow tools.

Responsibilities

• Build and maintain trusted relationships with an assigned portfolio of customers, serving as their consistent point of contact after implementation.
• Proactively check in with customers, understand product usage, confirm they are receiving value, and ensure they feel supported.
• Monitor customer sentiment, usage patterns, open items, and renewal timing to identify accounts requiring attention.
• Support renewals by helping customers understand SymPro’s ongoing value and coordinating next steps to support retention.
• Coordinate customer questions and issues across Implementation, Support, Sales, and leadership, tracking them through resolution.
• Guide customers in considering migrations to newer SymPro products where appropriate.
• Identify opportunities for additional products, modules, and services; manage smaller add-on conversations and partner with Account Executives on larger opportunities.
• Maintain accurate CRM records of conversations, account activity, renewal status, risks, opportunities, and next steps.
• Gather customer feedback, identify patterns, and share insights with Sales, Support, Implementation, Product, and leadership.
• Contribute customer insight to product, pricing, process, renewal, reference, and case study opportunities.

Benefits

• Potential career opportunities in broader customer success, account management, sales, or leadership roles within SymPro and the wider Aquila organization.
• Autonomy to be creative and curious in a collaborative environment.
• The company states that high performance and hard work are rewarded.

What This Job Offers

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