Customer Success Manager

STEAMe is a workforce technology company turning fragmented systems into engines of economic advancement. Our roots in Now Pow, a nationally recognized social care referral platform that connected 13 million people to vital care services, taught us how to deliver multi-sided platforms that power complex ecosystems. We channel that expertise into STEAMe, with purpose-built workforce solutions that close data and process gaps, connect stakeholders, and accelerate job placement and prosperity at scale.

We're hiring an experienced Customer Success Manager to help build and shape our growing Customer Success function. You won't inherit a polished playbook. You'll help create it.

This role is all about adoption, time to value, and measurable impact.

You'll help build strong customer relationships that support customers to see results quickly, then find new ways to get more from STEAMe. You'll learn how their programs, processes, and reporting work and translate those needs into configurations and workflows that deliver value.

You'll be the product expert in the room, introducing new capabilities, demonstrating how they solve real challenges, and inspiring customers to embrace new ways of working. From highly technical teams to first-time software users, you'll meet customers where they are.

You'll partner with Implementation, Product Support, and Product/Engineering to ensure a seamless customer experience and bring customer insights into our roadmap. You'll also lead Quarterly Business Reviews and support renewals and expansion by deepening adoption and growing use cases.

If you're comfortable in ambiguity, a pro at solving problems, and energized by helping customers move from "we’re using it" to "we’re creating impact with it," this role is for you.

Drive adoption and time to value

• Own post-launch customer relationships, from success planning through adoption, retention, and growth
• Set clear success milestones with each customer and get them to first value quickly
• Monitor usage trends and customer health; step in early when adoption dips
• Capture customer feedback and advocate for it with Product/Engineering

Translate workflows into STEAMe

• Learn each customer’s processes, programs, and data flows in depth
• Map those workflows to STEAMe features and configurations, and recommend better ways of working
• Spot where customers are under-using the platform and show them how to get more value from it

Educate and persuade

• Be the go-to product expert for your accounts
• Lead rollout of new features, products, and functionality, tying each one to the customer's own use cases
• Own ongoing training post-launch, including refreshers, new-user onboarding, and sessions tailored to different tech comfort levels
• Build the case for change with customer leaders and frontline users alike

Run Quarterly Business Reviews

• Plan and lead QBRs that show progress against goals, usage, and outcomes
• Use QBRs to align on priorities, surface risks, and agree on next steps for adoption and expansion

Grow and retain accounts

• Identify new use cases and expansion opportunities as you deepen utilization
• Support renewals by keeping value visible and relationships strong
• Track success metrics such as health scores, engagement, milestones, and renewal signals

• Persuasive and relationship-driven. You build trust with customer leaders and frontline staff, and you can move people toward new ways of working.
• Comfortable in ambiguity. You thrive in evolving environments, think creatively about new customer needs and use cases, and confidently navigate unfamiliar workflows and challenges as they arise.
• A clear, strategic problem solver. You break messy situations into clear…