Customer Success Manager

🔥 2 hours ago

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SOVRA

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏛️ Government

☁️ SaaS

🏪 Marketplace

Government • SaaS • Marketplace

SOVRA is a purpose-built procurement platform that connects government buyers and suppliers across North America. The company offers a SaaS marketplace and suite of tools to manage the public procurement lifecycle — intake and request creation, solicitation authoring and distribution, proposal management, evaluation and selection, and contract creation and lifecycle management — while emphasizing transparency and compliance. SOVRA powers Bidnet Direct, Merx and Ontopical marketplaces, reports over 1 million active vendors, $22 billion in solicitations awarded in 2025, and thousands of public entities using its solutions daily.

📋 Description

• Own the client relationship end-to-end, building strong partnerships to understand customers' business needs and strategic goals • Coach and educate clients on product best practices, new features, and internal support structures so they get maximum value from the platform • Facilitate virtual meetings and deliver product training • Communicate and monitor project progress with the development team; manage client projects on time and within budget • Identify growth opportunities within assigned accounts; support contract renewals and collaborate with Sales and Implementation on upsell and contract amendment execution • Act as the customer advocate, participating in voice-of-customer initiatives and proposing innovative, outside-the-box solutions to customer challenges • Support clients in defining and tracking success KPIs aligned with their goals • Prepare and deliver reports and insights, including Quarterly Business Reviews, monitoring success across the customer journey • Collect customer success stories and feedback for internal and external use • Support clients through change management and internal transitions

🎯 Requirements

• Minimum 3 years experience in a similar position (Customer Success, Account Management, T2/T3 Customer Support) • Experience managing B2B SAAS projects and customers • Experience with JIRA, Salesforce, Zendesk and/or other project management and support systems

🏖️ Benefits

• At SOVRA, we are committed to fostering an inclusive and equitable workplace. We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. We provide a work environment free from discrimination and harassment. In addition, we are committed to ensuring pay equity across our organization and regularly review our compensation practices. • Health insurance • Paid time off • Retirement plans • Professional development