Customer Success Manager

• 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%

• 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

• 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