Customer Success Manager

Forerunner•Portland, ME

20d•$90,000 - $120,000•Hybrid

About The Position

Forerunner builds intelligent software that connects systems used by government and regulated industries, filling gaps and turning fragmented information into actionable decisions. This role focuses on ensuring clients achieve measurable value from Forerunner's software, fostering long-term partnerships through a combination of relationship management, product adoption, and account growth. The Customer Success Manager will collaborate with Sales, Product, and Engineering teams to maintain client success and drive account expansion.

Requirements

4-6 years of professional experience in customer success, account management, or client services.
Track record of managing end-to-end renewals and proactively uncovering expansion opportunities within a portfolio.
Experience serving government agencies or regulated industries (GovTech, floodplain management or flood insurance, GIS/mapping, or public-sector project management are relevant but not required).
Comfortable managing complex, public-sector relationships and decision cycles.
Excellent, empathetic communication skills.
Detail-oriented and committed to quality.
Genuine enthusiasm for creating customer value.
Comfortable with a high degree of ambiguity; able to prioritize independently and take on responsibility.
Experience supporting SaaS software is preferred but not required.

Nice To Haves

Experience partnering with government clients or supporting complex public-sector workflows is a plus.
Experience supporting SaaS software is preferred but not required.

Responsibilities

Serve as a trusted advisor to accounts, understanding their workflows and goals to guide them toward renewal.
Own customer health across the portfolio, using data and regular check-ins to identify and mitigate risk.
Guide customers through public-sector and regulated-industry decision cycles.
Partner with the Deployment Specialist for a smooth handoff at go-live.
Drive product adoption through user communications, customized onboarding, and continued learning.
Configure customer environments and settings as needs evolve.
Identify and pursue expansion opportunities (upsells, add-ons, cross-sells) within accounts.
Partner with Sales and leadership to build the case for expansion and drive it to close.
Share customer feedback, ideas, and concerns with Product and Engineering.
Evangelize customer success stories across accounts.
Contribute to the ongoing development of CS policy, process, and playbooks.