Customer Success Manager

Catalis Regulatory & Compliance, LLC•Jacksonville, FL

25d

About The Position

The Customer Success Manager owns the post-sale customer relationship and helps customers achieve measurable value from Catalis solutions. The role drives product adoption, customer satisfaction, retention, renewals, and account growth while acting as the customer’s primary advocate across internal teams. As a trusted advisor, the Customer Success Manager proactively identifies risks, aligns solutions with business objectives, and helps customers achieve measurable outcomes throughout their Catalis journey. The position calls for executive relationship management, strategic account planning, data-driven decision-making, and proactive risk mitigation. Approximately 20% travel is required.

Requirements

At least five years of experience in customer success, account management, or a related customer-facing role, preferably within a SaaS or technology company.
Demonstrated experience leading account reviews, managing escalations, supporting renewals, and representing an organization in customer meetings or industry events.
Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience.
Strong analytical skills and business judgment, including the ability to interpret customer, product, and account data, identify trends and risks, and translate insights into practical recommendations and action plans.
Ability to manage multiple customers, projects, and competing priorities with flexibility, sound judgment, and consistent follow-through in a fast-paced, changing environment.
Strong organization and attention to detail, with disciplined documentation practices that keep plans, decisions, risks, commitments, and next steps accurate, current, and accessible.
Strong written and verbal communication, presentation, and customer engagement skills, with the ability to build credible, trusted relationships across executive, operational, and internal teams.
Collaborative and self-motivated, with the ability to influence outcomes across departments without direct authority.

Nice To Haves

Experience in the software industry.

Responsibilities

Lead regular business reviews covering account status, support activity, product releases, adoption, customer value, and relevant new solutions.
Develop and maintain strategic success plans that align customer objectives with measurable business outcomes.
Coordinate renewal activities for agreements that do not renew automatically and ensure contracts are in place for all services and subscriptions.
Oversee and escalate billing and collections issues in partnership with appropriate internal teams.
Manage customer escalations involving support, expectations, executive sponsorship, or the overall service experience.
Build relationships with executives, operational leaders, and key stakeholders to understand customer priorities and initiatives.
Develop customer reference relationships and maintain accurate CRM records of reference activity.
Identify and quantify retention risk by monitoring account health, product usage, survey results, and support trends.
Create and execute remediation plans for at-risk accounts.
Coordinate onboarding for new customers, including training recommendations and facilitation.
Identify cross-sell opportunities within assigned accounts based on customer needs and strategic priorities.
Advocate for customers across Catalis and escalate concerns before they affect satisfaction or retention.
Partner with sales, product, implementation, support, and other internal teams to deliver coordinated customer outcomes.