Customer Success Manager

• Own a portfolio of complex customer relationships and serve as the primary point of accountability for the overall experience
• Manage escalations related to support, billing, invoicing, and legacy system limitations
• Partner across teams to drive issue resolution
• Identify retention risks and proactively stabilize accounts and rebuild confidence
• Lead account conversations focused on clarity, progress, and next steps
• Build trusted relationships with customer stakeholders
• Guide customers from legacy, on-premise solutions toward modern SaaS offerings
• Identify and advance expansion and upsell opportunities aligned to customer needs and platform strategy
• Operate independently and make sound decisions with incomplete information
• Collaborate with Support, Product, Finance, Sales, and Engineering
• Support onboarding, renewals, and ongoing engagement to ensure continuity of service

• 2+ years of experience in Customer Success, Account Management, or a customer-facing role within SaaS, technology, or complex B2B environments
• Demonstrated ability to manage unhappy or at-risk customers and rebuild trust
• High tolerance for ambiguity
• Strong relationship-building skills, including confidence to have difficult conversations
• Exceptional problem-solving instincts and ability to juggle multiple priorities simultaneously
• Comfort operating independently
• Persistence and an optimistic mindset, even in challenging situations
• Strong verbal and written communication skills
• Bachelor’s degree in business, communications, or a related field, or equivalent experience
• Willingness to travel up to 35%, primarily for on-site customer meetings, relationship rebuilding, and strategic engagements
• Ability to complete Criminal Justice Information Services (CJIS) related training
• Ability to pass a secondary FBI Level background check

• Competitive salary and benefits package
• Health, dental, and vision insurance
• Unlimited PTO (paid time off)
• HSA and FSA options
• 401(k) plan with matching contributions
• Paid parental leave
• ABLE matching contributions for the disability community
• Employer-paid short-term and long-term disability insurance
• Group term life insurance
• Financial and legal assistance through the EAP (Employee Assistance Program)
• Opportunities for professional development and career advancement
• Chance to make a significant impact on the delivery of government services and the lives of citizens
• Fully remote work arrangement