Customer Success Manager (Agencies/Entities)

CivicMarketplace

2d•Remote

About The Position

We're hiring a Customer Success Manager to own, grow, and deepen relationships with the government agencies and public entities that use Civic Marketplace to run their procurement. You'll be their primary point of contact; guiding them from onboarding through to long-term adoption, helping them navigate the platform, and making sure they consistently get value from us. This is not a passive support role. You'll be expected to create momentum: reaching out proactively, chasing down open items, following up on quotes, scheduling demos, and keeping every client moving forward. You'll work closely with our VP of Agencies, Director of Engagement, and VP of Strategic Partnerships (a tight-knit, experienced team that moves quickly and holds itself to a high standard). The right person for this role shows initiative before being asked, persistence without being pushy, and genuine ownership over outcomes - not just activities.

Requirements

1–3 years in Customer Success, Account Management, or a client-facing coordination role
Experience in B2B SaaS, marketplaces, or public sector is a strong plus
Comfortable with CRM tools, outreach tracking, and keeping structured records of client interactions
Maintain energy and optimism in repetitive work
Are based in the Central Time zone or further East

Nice To Haves

Bonus: experience working with government agencies, procurement processes, or SMBs
You bring warmth and professionalism to every interaction, whether it's a first call or a tenth follow-up
Create momentum rather than waiting for it
You see where a prospect, client request, or follow-up is stalled and take initiative to move it forward (without needing every next step handed to you)
You're comfortable initiating contact: picking up the phone when an email won't cut it, making the ask, and engaging people you've never spoken with before
Show respectful persistence with good judgement
You're not easily discouraged by unanswered calls, delayed responses, or an initial "not now"
You know how to follow up professionally, try a different angle, and keep working toward a useful outcome without becoming abrasive or tone-deaf
Drive outcomes, not just activity
You don't measure success by whether you made the call or sent the email; you care whether the demo was scheduled, the training confirmed, the issue resolved
You take ownership of loose ends: when something lands in your queue, you feel responsible for seeing it through, escalating it, or clearly handing it off
Have builder instincts
If a playbook is missing, you write the first draft; if a process could be more efficient, you figure out how to improve and automate it
You're excited by the opportunity to build and scale a function from the ground up, not just execute within an established one
You're genuinely AI-native: you reach for AI tools naturally, use them to work smarter, and are curious about what else they could do

Responsibilities

Own client success and retention
Serve as the primary point of contact for a portfolio of government agencies and public entities
Ensure clients are actively using Civic Marketplace and seeing tangible value from it
Own retention and satisfaction metrics across your accounts, with client outcomes as the measure of success
Track open requests, quote activity, and follow-up items; make sure nothing falls through the cracks
Conduct proactive outreach to agencies via phone and email, including personalised follow-up after initial contact
Schedule and coordinate demos, onboarding sessions, and training calls
Chase down suppliers for bids and responses on behalf of agency clients where needed
Maintain a high contact rate and keep a healthy cadence of touchpoints across your account list
Guide agencies through onboarding and initial platform adoption
Provide training and ongoing education to help clients use Civic Marketplace effectively
Identify and resolve issues early, escalating where necessary and following through to resolution
Conduct regular check-ins and business reviews to assess satisfaction and surface growth opportunities
Work closely with the Agencies and Entities Team (VP of Agencies, Director of Engagement, and VP of Strategic Partnerships) to align on priorities and share account intelligence
Feed client insights back into the product and go-to-market teams to inform platform improvements
Support go-to-market initiatives that drive agency acquisition and deeper platform engagement
Coordinate across internal teams to ensure client needs are addressed quickly and completely