Customer Success Manager

SwiftComply

4d • Remote

About The Position

SwiftComply is looking for a motivated and customer-focused Customer Success Manager (CSM) to lead and manage relationships with a select portfolio of our customers. This role requires a proactive and relationship-driven individual who can balance strategic planning with hands-on account management. The CSM is responsible for driving retention and revenue growth, through cross-selling additional programs, while building relationships at every level of our customers' organizations and collaborating with internal teams to deliver exceptional results.

Requirements

• Proven experience in account management, customer success, or a related role (3+ years), preferably in SaaS or compliance industries.
• Strong interpersonal and communication skills, with the ability to build trust and rapport with customers and stakeholders.
• Demonstrated ability to achieve revenue and retention targets through strategic account management.
• Experience identifying and selling professional services and managing handoffs to delivery teams.
• Analytical mindset with proficiency in using CRM tools like HubSpot for tracking and reporting.
• Ability to manage multiple accounts and prioritize effectively in a fast-paced environment.

Nice To Haves

• Experience working in GovTech or SaaS serving public-sector customers, such as municipalities, utilities, or government agencies.
• Familiarity with water or wastewater compliance programs or similar regulatory industries.
• Experience in developing and executing account strategies, including upsell and cross-sell opportunities.
• Knowledge of customer health metrics and customer lifecycle management.

Responsibilities

• Serve as the primary point of contact for your portfolio of accounts, fostering strong, long-term relationships.
• Develop account plans that map each customer's regulatory programs and departments, pinpointing where SwiftComply can deliver additional value.
• Cross-sell: Proactively uncover opportunities to expand customers into additional SwiftComply programs and introduce them to the Sales team for closure.
• Upsell: Grow existing accounts through higher-tier packages, conversions from SaaS to Usage or added functionality and services within the programs customers already use.
• Own the renewal process for your portfolio, securing on-time renewals and minimizing churn.
• Build and maintain a healthy expansion pipeline in HubSpot, accurately forecasting renewal and expansion revenue.
• Build relationships beyond day-to-day users with senior stakeholders, such as utility directors, public works leadership, and city or county executives, to secure executive sponsorship and influence strategic and budget decisions.
• Conduct regular account reviews with both operational and senior stakeholders to assess performance, align on goals, and uncover growth opportunities.
• Act as a trusted advisor, understanding customer needs and delivering tailored solutions.
• Identify opportunities to offer professional services, such as tailored training, managed services, or program optimizations, based on customer needs.
• Collaborate with the Services Team to scope, price, and present service offerings to customers.
• Facilitate the sales process for service projects and ensure a smooth handoff to the Services Team for execution.
• Maintain oversight of active projects to ensure alignment with customer expectations and successful delivery.
• Advocate for customer needs by gathering and sharing insights with internal teams, including product and support.
• Identify opportunities for case studies and customer success stories to highlight the impact of SwiftComply solutions.
• Ensure timely resolution of escalated issues, working closely with support and product teams.
• Analyze account performance and identify trends, risks, and opportunities for improvement.
• Maintain accurate records of customer interactions, renewal schedules, and account plans using tools like HubSpot and Claude.ai.
• Build and maintain a healthy pipeline in HubSpot, accurately forecasting renewal and upsell revenue and tracking cross-sell opportunities sourced for Sales.
• Contribute to internal discussions and workshops to refine customer success strategies.
• Work closely with product, support, services, and marketing teams to align on customer objectives and ensure smooth implementation of initiatives.
• Provide structured feedback to internal teams to inform product development and process improvements.
• Participate in workshops to develop and refine account strategies, including health scores and account plans.
• Document best practices, workflows, and customer insights to support team growth and knowledge sharing.
• Leverage CRM and other tools to optimize account management activities.

Benefits

• Healthcare - we offer medical, dental, and vision insurance with an FSA or HSA option
• Life insurance - we offer free life insurance plan for you
• 401(k) - we provide pre-tax / Roth options with match
• Remote - we work remotely and provide a US$1000 home office setup stipend
• Time off - we offer an unlimited time-off policy, and encourage you to take time for vacation, wellness day, etc, for a positive work-life balance
• Parental leave - we want you to enjoy some time with your new addition to the family

What This Job Offers

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