Customer Success Manager

Forerunner

77d • $90,000 - $120,000

About The Position

We're looking for an energetic Customer Success Manager to join our team. In this position, you will independently manage a full book of business from onboarding through renewal, serving as our partner community’s internal advocate, ensuring a high-quality Forerunner experience, and identifying opportunities for increased customer value.
Ensure customer health. You will become a trusted advisor to our partner communities, will deeply understand their workflows and needs, and ensuring that they derive maximum value from their investment in Forerunner, leading to project success, retention, and renewal.
Product activation. You will provide user communications, customized in-app onboarding, and continued learning to ensure that our partner communities are fully utilizing their Forerunner software.
Account expansion. You'll support expansion of your accounts by identifying expansion opportunities and driving business outcomes in partnership with the sales & leadership team.
Case studies and learning opportunities. You will evangelize Forerunner success stories throughout all of your accounts to help our community partners grow.
Coordinate with the Product and Engineering teams. You’ll share the customer’s experience, ideas, and key concerns with the Product and Engineering teams to both aid the customer and move the product forward.
Provide meaningful contributions to the development of CS policy and procedure. As an early member of our customer success team, your ideas and feedback will be crucial in setting our team up for ongoing success.

Requirements

• Have experience with customer success in the GovTech space, floodplain management or flood insurance, GIS/mapping, or project management for government clients.
• Bring experience managing end-to-end renewals and proactively uncovering expansion opportunities—upsells, add-ons, and cross-sells—within a customer portfolio.
• Are an excellent, empathetic communicator.
• Are detail-oriented and committed to quality.
• Are comfortable with a high degree of ambiguity.
• Have 4-6 years of professional experience with a track record of meeting or exceeding goals.
• Experience supporting SaaS software is preferred but not required.

Nice To Haves

• Experience with floodplain management or working with local governments, while not a requirement, would be beneficial to your success when working with customers.
• Experience partnering with government clients or supporting complex public-sector workflows is a plus and will help you be successful in guiding customers to expanded value with Forerunner.

Responsibilities

• Ensure customer health.
• Product activation.
• Account expansion.
• Case studies and learning opportunities.
• Coordinate with the Product and Engineering teams.
• Provide meaningful contributions to the development of CS policy and procedure.

Benefits

• Forerunner offers competitive compensation, health/vision/dental coverage, and commuter benefits.
• We also have a quarterly wellness reimbursement so that you can have flexibility in defining what “health” means to you.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees