Customer Success Manager

Job Summary

Owning a portfolio of 50-75 public agency accounts, the full-time remote Customer Success Manager will focus on retention and renewal conversations, manage customer relationships with HR and finance leaders, and collaborate on product feedback while ensuring a smooth transition from onboarding to ongoing support.

Key responsibilities

• Own the renewal conversation for each account, managing the process from positioning to signed agreement
• Build and maintain relationships with HR and finance leadership, understanding their operational calendars and negotiation cycles
• Track account activity and renewal forecasts in Salesforce, contributing to the development of the customer success playbook

Required qualifications

• Direct experience with public sector HR or finance, either through agency work or vendor consulting
• Working knowledge of compensation benchmarking and labor costing
• Prior ownership of renewal outcomes, including pricing and negotiation responsibilities
• Understanding of public sector procurement processes and fiscal year cycles
• 3-5 years of experience managing customer relationships with a focus on retention and renewal