Customer Success Manager

Job not on LinkedIn

🔥 25 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $87k - $93k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Gov

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51 - 200 employees

🏛️ Government

Government

Gov is likely a government organization. The provided information is limited to generic LinkedIn site/navigation text and does not contain any company-specific details about Gov’s mission, products, services, size, or structure. Given the company name and lack of other evidence, the most conservative and supportable characterization is that Gov is a public/government entity; additional information would be needed to provide a fuller description or to assign further industries.

📋 Description

• Own the end-to-end health, value realization, retention, and upsell of a portfolio of 100–150 customer accounts • Balance personalized executive relationships with scalable operational efficiency in a mid-touch to high-touch engagement model • Partner with government finance leaders and department heads • Leverage process mapping, deep product knowledge, and technical integration understanding to mitigate churn, drive adoption through the Journey Model, and articulate clear ROI • Lead monthly milestone-based meetings, including QBRs, EBRs, Partnership Reviews, Renewals, and Admin/Technical Check-ins • Translate product capabilities and integration protocols into measurable business outcomes • Build Success Plans for 100% of the portfolio • Deliver data-driven forecasts for renewals, downsell risks, and expansion opportunities • Partner with CS Ops/RevOps on Salesforce stage exit criteria, rate increase workflows, and pipeline data integrity • Monitor account health signals and drive proactive risk mitigation plans • Identify product limits, usage spikes, module additions, and feature gaps to generate qualified expansion pipeline and achieve portfolio growth targets • Conduct quarterly Book of Business readouts to CS Leadership • Provide monthly health tracking updates • Maintain multithreaded account coverage and executive engagement • Ensure customers actively participate in the Journey Model

🎯 Requirements

• 3–5 years of hands-on experience in Customer Success, Account Management, or a client-facing role within a B2B SaaS environment • Experience with GovTech or public-sector customers is a plus • Thrives in ambiguous startup or post-merger environments; comfortable navigating evolving organizational structures, fluid processes, and rapid operational changes • Demonstrated commercial acumen with a track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR • Proven success managing 100+ accounts using structured, value-driven frameworks, proactive risk mitigation, and process mapping • Demonstrated ability to leverage AI-driven tools, automation, and productivity workflows to scale customer engagement, eliminate administrative friction, and maintain high-touch quality across a mid-market portfolio • Strong proficiency in retention and growth forecasting, SaaS metrics (NRR/GRR), and pipeline management in SFDC • Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows • Working knowledge of Salesforce (SFDC) for pipeline/opportunity management and CS platforms (ChurnZero, Gong) for forecast and health tracking • Skilled in multithreading accounts, articulating competitive differentiation, and leading executive ROI discussions • Ability to take ownership and follow through • Clear and effective communication • Comfortable solving problems and figuring things out • Ability to learn quickly and adapt as things change • Team-oriented approach • Sense of humor and perspective

🏖️ Benefits

• Remote and flexible work environment • Medical, dental & vision insurance • FSA, HSA, and/or Dependent Care FSA (US) • Life + AD&D insurance, plus short-term and long-term disability insurance (US) • Life + disability insurance (Canada) • 401(k) (US) / RRSP (Canada) with 3.5% match • 10 company holidays • 3 wellness days • Paid vacation time off • Sick and safe time off • Paid parental leave • Paid bereavement leave • Paid jury duty + civic service leave • Employee assistance program • 2 summer days + annual end-of-year "Dimming of the Lights" • Employee referral bonus program • Variable plan of 31,000 USD or 36,000 CAD • Opportunities to grow as we scale

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