Customer Success Manager

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🕒 vor 13 Tagen

🏄 California – Remote

🏄 California – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

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equivant

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 1984

🏛️ Regierung

☁️ SaaS

Government • Legal • SaaS

equivant ist ein Unternehmen, das sich der Verbesserung des Justizökosystems widmet, indem es innovative Lösungen bietet, die Abläufe rationalisieren, die Kommunikation verbessern und die Effizienz für Justizbehörden steigern. Mit einem Fokus auf den gesamten Justizprozess von Vorfall bis Ergebnis bietet equivant Ressourcen und Fachwissen, die auf die Bedürfnisse von Gerichten, Strafvollzugs- und Überwachungssystemen zugeschnitten sind, und stellt sicher, dass alle Beteiligten Zugang zu den notwendigen Informationen und Werkzeugen für eine bessere Entscheidungsfindung haben.

Beschreibung

• Own strategic customer relationships • You will serve as the named CSM for a portfolio of key (Case Management Software) accounts, building deep relationships with administrators, end users, and executive stakeholders. • You will run regular touchpoints, quarterly business reviews, and success planning sessions to keep customers aligned, engaged, and growing. • Drive expansion and growth of our solutions • You will proactively identify opportunities for customers to expand their use of our products — whether through additional features, modules, or seats — and work closely with Sales to move those opportunities forward. • Manage customer health in a CRM • You will maintain accurate, up-to-date account data, act on automated health alerts and trigger plays, and use the platform to stay ahead of risk and opportunity across your book of business and beyond. • Serve as the voice of the customer internally • You will bring customer feedback, feature requests, and sentiment into product and leadership conversations. You will help shape how we build, prioritize, and communicate with customers.

🎯 Anforderungen

• At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role • Experience managing complex, multi-stakeholder accounts in a B2B SaaS or technology environment • Proven ability to learn new complex software • Track record of driving retention and expansion revenue • Strong facilitation and communication skills — comfortable leading cross-functional calls and executive conversations • Familiarity with customer success platforms (ChurnZero experience a strong plus) • Highly organized, proactive, and comfortable operating with ambiguity • Ability to travel up to 30% for on-site customer visits and QBRs • Preferred Experience in the criminal justice, courts, corrections, or public sector technology space or similar “case management” type software systems (healthcare, clinical) • Assisting in enhancing a Customer Success team rollout • Familiarity with implementation or professional services environments

🏖️ Vorteile

• Competitive compensation • Benefits and the opportunity to grow as the team scales • Collaborative culture with strong cross-functional support from Product, Sales, and Leadership