Customer Success Manager

Job Summary

Managing a portfolio of 50-75 public agency accounts, the full-time remote Customer Success Manager will be responsible for retention and renewal conversations, building relationships with HR and finance leadership, and collaborating on product feedback and process improvements.

Key responsibilities

• Own the renewal conversation and manage the renewal calendar for all accounts, ensuring accurate forecasting and risk identification
• Build and maintain strong relationships with HR and finance leaders, understanding their operational calendars and engagement needs
• Track account activity and contribute to the customer success playbook while collaborating with onboarding and product teams

Required qualifications

• Direct experience in public sector HR or finance, either from an agency or in a vendor/consulting role
• Working knowledge of compensation benchmarking, labor costing, or actuarial analysis
• Prior ownership of renewal outcomes, including pricing and negotiation experience
• Understanding of public sector procurement processes, including purchase orders and fiscal year cycles
• 3-5 years of experience managing customer relationships with accountability for retention and renewal