Customer Success Manager

Just Appraised

10d

About The Position

The Customer Success Manager owns the end-to-end success of accounts across the company’s government customer base, driving product adoption, retention, and expansion. This strategic role involves serving as a trusted advisor, developing account strategies for customers with unique workflows and complex organizational dynamics, and aligning customer needs with product capabilities. The CSM manages renewals and expansion opportunities, supports adoption through targeted training, and monitors success metrics to inform account planning. The role collaborates with Product, Sales, and Support and includes customer visits and conference attendance based on territory needs, typically 3–5 visits per quarter (15–20% annually). Candidates should be located in the Central, Mountain, or Pacific Time Zones. High performers may have opportunities to take on larger accounts, move into adjacent roles, or grow into leadership.

Requirements

• At least 4 years of experience in Customer Success.
• Proven ability to manage complex accounts, drive renewals, and identify cross-sell opportunities.
• Strong focus on customer outcomes and building long-term partnerships.
• Ability to navigate multiple stakeholders and collaborate cross-functionally.
• Ability to mitigate risk and de-escalate issues before they become critical.
• Ability to learn and support multiple products.
• Ability to translate technical concepts into practical, customer-friendly language.
• Strong written and verbal communication skills suitable for a remote environment.
• Exceptional organization and prioritization skills to manage multiple customers and incoming requests.
• Familiarity with Salesforce, Fathom, Hex, Google Suite, Slack, Hubspot, and Claude.

Nice To Haves

• Experience in a fast-growing SaaS startup.

Responsibilities

• Serve as a trusted advisor and develop tailored account strategies for government customers.
• Drive customer adoption, retention, and account expansion.
• Manage renewals and negotiate expansion opportunities, meeting annual retention and growth targets.
• Support customers during adoption and provide ongoing targeted training.
• Translate technical concepts and product updates into practical value for diverse audiences.
• Monitor and report on churn reduction, expansion revenue, and Customer Satisfaction (CSAT), using data for strategic account planning.
• Map and nurture relationships with account decision-makers and influencers, ensuring they receive appropriate support.
• Represent the voice of the customer internally and collaborate with Product, Sales, and Support teams.
• Attend customer visits and conferences based on territory needs, typically 3–5 visits per quarter (15–20% annually).

Benefits

• Competitive compensation and stock equity plan.
• Comprehensive benefits package including medical, dental, vision, and life insurance.
• Company-sponsored pre-tax retirement savings program (401k).
• Flexible work environment that supports working from home.
• Flexible PTO.
• Parental leave.
• Home office stipend.

What This Job Offers

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