Senior Manager, Customer Success

🕒 4 days ago

🌵 Arizona, California, +26 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote ⚜️ Louisiana – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote

💵 $87k - $127k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Duncan Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1936

🏛️ Government

☁️ SaaS

💸 Finance

💰 Private equity on 2018-10

Government • SaaS • Finance

Duncan Solutions is a provider of software and services for local governments and public sector agencies, specializing in property tax administration, utility and tax billing, revenue collection, and citizen-facing payment solutions. The company offers on-premise and cloud/SaaS products that help municipalities, counties, and other government entities manage tax assessment, billing, collections, licensing, and reporting workflows.

📋 Description

• Manage a portfolio of strategic municipal accounts and serve as the primary relationship owner for customer success and service delivery • Develop and execute customer success strategies supporting retention, contract performance, customer satisfaction, and revenue growth • Lead complex customer initiatives, including implementations, service enhancements, contract renewals, and issue resolution • Partner with Operations, IT, Finance, Legal, and executive leadership to implement solutions addressing customer needs and business priorities • Identify operational, contractual, and customer relationship risks and develop mitigation and resolution strategies • Lead executive business reviews and present performance metrics, strategic recommendations, and business updates • Analyze customer trends, program performance, and market conditions to identify service improvements and business expansion opportunities • Support contract negotiations, renewals, and amendments, including additional services and growth opportunities • Build and maintain relationships with municipal leaders, elected officials, consultants, and industry stakeholders • Monitor legislative, regulatory, and industry developments and advise stakeholders on impacts and opportunities • Lead cross-functional projects and continuous improvement initiatives enhancing customer experience and operational effectiveness • Provide guidance and mentorship to Customer Success team members and serve as a subject matter resource • Travel to engage with clients, prospective clients, attend industry events, and participate in internal meetings as needed • Perform other duties as assigned

🎯 Requirements

• Bachelor's degree in Business Administration, Public Administration, Public Policy, or a related field, or equivalent combination of education and experience • Seven (7) + years of experience in customer success, account management, relationship management, government contracting, or municipal leadership roles • Demonstrated experience managing complex, multi-year customer relationships and contractual engagements • Experience leading cross-functional initiatives and influencing stakeholders across multiple organizational levels • Strong business and financial acumen • Experience supporting contract negotiations, customer retention initiatives, and revenue growth opportunities • Ability to evaluate complex issues, develop strategic recommendations, and independently drive solutions • Excellent communication, presentation, negotiation, and relationship management skills • Ability to manage multiple priorities and lead initiatives with minimal direction • Willingness to travel as needed • Strong technical aptitude and experience translating business requirements into technology and operational solutions • Active participation or leadership within industry organizations such as CMPA, IPMI, or related associations • Established relationships with municipal stakeholders, consultants, and industry partners • Experience within municipal parking, transportation, mobility services, or government technology solutions preferred • Must reside in an eligible listed U.S. state or D.C. • Must be legally authorized to work in the United States without current or future sponsorship requirements

🏖️ Benefits

• Medical, Dental, & Vision Insurance • Healthcare & Dependent Flexible Spending Accounts (FSA) • Health Savings Account (HSA) with Employer Contribution • Company Paid Life and AD&D Insurance • Company Paid Short- & Long-Term Disability • Employee Assistance Program (EAP) • 401(k) with Employer Match (Traditional/Roth/Safe Harbor) • Paid Time Off • 10 Company Holidays • PTO Accrual • Sick Time Accrual • Parental Leave • Jury Duty • Military Leave • Bereavement • Life and AD&D Insurance for Employees/Spouse/Child(ren) • Critical Illness Insurance • Accident Insurance • Dependent Care Flexible Spending Account (DCFSA) • Professional environment, stability, and upward mobility • Performance-based incentives