Customer Success Manager

🔥 16 hours ago

🇬🇦 Gabon – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CATALIS

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏛️ Government

☁️ SaaS

Government • SaaS

CATALIS is a government technology solutions provider that empowers municipalities, counties, states, and federal agencies with a suite of integrated solutions designed to enhance public engagement, streamline workflows, and improve operational efficiencies. Offering services in payments, tax & CAMA, court case management, public works, citizen engagement, and regulatory compliance, CATALIS specializes in creating customized technology solutions that meet the specific needs of government entities across North America. Focused on the future of government software, CATALIS assists in the digital transformation of government operations by providing SaaS and integrated payments platforms that support all levels of governance.

📋 Description

• Own the post-sale customer relationship for government customers • Drive product adoption, customer satisfaction, retention, renewals, and account growth • Serve as the customer’s primary advocate across internal teams and trusted advisor to customers • Lead regular business reviews covering customer value, account status, support activity, product releases, adoption, and new solutions • Develop and maintain strategic success plans aligned with customer objectives and measurable business outcomes • Coordinate renewal activities and ensure appropriate contracts are in place • Oversee and escalate billing and collections issues • Manage customer escalations involving support, expectations, executive sponsorship, or overall service experience • Build relationships with executives, operational leaders, and key stakeholders • Develop customer reference relationships and maintain accurate CRM records • Identify and quantify retention risk using account health, product usage, survey results, and support trends • Create and execute remediation plans for at-risk accounts • Coordinate onboarding, including training recommendations and facilitation • Identify cross-sell opportunities within assigned accounts • Advocate for customers across Catalis and escalate concerns proactively • Partner with sales, product, implementation, support, and other internal teams • Travel approximately 30–50%

🎯 Requirements

• At least three years of experience in customer success, account management, or a related customer-facing role, preferably within a SaaS or technology company • Demonstrated experience leading account reviews, managing escalations, supporting renewals, and representing an organization in customer meetings or industry events • Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience • Strong analytical and business judgment, including interpreting customer, product, and account data; identifying trends and risks; and translating insights into practical recommendations and action plans • Ability to manage multiple customers, projects, and competing priorities in a fast-paced, changing environment • Highly organized and detail-oriented, with disciplined documentation practices • Strong written and verbal communication, presentation, and customer engagement skills • Ability to build trusted relationships across executive, operational, and internal teams • Collaborative and self-motivated, with ability to influence outcomes across departments without direct authority • Experience in the software industry is preferred

🏖️ Benefits

• A dynamic, supportive work environment within a mission-driven organization • A competitive salary and benefits package • Medical, dental, and vision insurance • Unlimited paid time off • Health Savings Account and Flexible Spending Account options • 401(k) plan with employer matching contributions • Paid parental leave • ABLE account matching contributions for members of the disability community • Employer-paid short-term and long-term disability insurance • Group term life insurance • Financial and legal assistance through the Employee Assistance Program • Professional development and career advancement opportunities • Opportunity to make a meaningful impact on government service delivery and the communities served