Customer Success Manager

Overview

The Customer Success Manager ensures customers achieve successful outcomes by coordinating the delivery of APCO’s programs, services, and solutions across all internal departments.

Collaborate with internal teams to guide customers from onboarding through adoption, ensuring that all deliverables, milestones, and service commitments are met.

Develop and maintain Joint Success Plans that align customer objectives with APCO’s offerings.

Monitor customer progress and usage of APCO solutions, identify obstacles to adoption, and activate internal resources to ensure timely value realization.

Conduct regular check-ins and business reviews to communicate performance, measure results, and plan ongoing support tailored to the customer’s operational needs.

Serve as the primary liaison for customer questions, concerns, and escalations. Work with department heads to resolve service issues, remove barriers, and ensure a consistent, coordinated customer experience.

Document customer feedback and communicate insights back to the appropriate APCO departments to inform product improvements, training needs, and service enhancements.

Partner with Sales and internal stakeholders to identify expansion opportunities that support both customer goals and APCO’s revenue objectives. Maintain accurate records of customer engagement in the CRM and generate reports.

Support the development of standardized Customer Success processes, playbooks, and templates.

Participate in continuous improvement initiatives to enhance the customer experience.

Minimum three years of customer success, account management, project management, or customer service experience.

Experience supporting customers in a service-oriented, training, technology, or public‑sector environment preferred.

Bachelor’s degree preferred.