Customer Success Manager

True Comp partners with over 1,000 public sector agencies to modernize workforce planning, compensation, and benefits analysis. Its intuitive platform and expert consulting empower HR and finance leaders with transparency, efficiency, and equity to make smarter decisions in recruitment, retention, and budgeting. True Comp provides instant and actionable insights to help government organizations attract top talent, optimize labor strategies, and achieve long-term fiscal sustainability.

Dedicated to simplifying workforce challenges, True Comp’s solutions enable data-driven decisions that improve organizational performance and drive meaningful outcomes. True Comp was recognized among the Top 100 Government Services companies on the 2024 Inc. 5000.

• The Customer Success Manager owns a book of 50-75 public agency accounts from the point a customer has produced real work in the platform through renewal. They are accountable for retention and adoption across that book.
• Our customers are HR directors, finance directors, and the analysts who support them. They use True Comp to price union proposals, build salary schedules, and defend numbers in front of elected officials. Success in this role depends on being credible in those conversations, not just responsive to them.
• Roughly 15-20 accounts are named accounts managed on a set cadence. The remainder are covered through scheduled check-ins and usage-based triggers. Every account renews annually and the Customer Success Manager owns that conversation start to finish.
• This role reports to the Chief Operations Officer and works closely with sales, support, and product.

• Own the renewal conversation for every account in your book, from early positioning through signed agreement.
• Run a renewal calendar that starts 120 days out, not 30. In public sector, the paperwork takes longer than the decision.
• Negotiate pricing and terms within your approved authority, and bring anything outside that band to the COO with a recommendation.
• Manage the mechanics — purchase orders, fiscal year timing, contract amendments, and re-bid requirements where they apply.
• Forecast renewals accurately and identify risk early enough to change the outcome.
• Maintain an account health view you can defend in a forecast review.

• Build working relationships with HR and finance leadership at each agency, not just your day-to-day contact.
• Understand each customer's operating calendar — budget adoption, bargaining cycles, council meetings — and plan engagement around it.
• Run a consistent cadence with named accounts covering usage, upcoming budget and negotiation cycles, and open issues.
• Own escalations end to end, pulling in support, product, or executive help when the situation calls for it.
• Identify and qualify expansion opportunities across additional modules, added agencies, and consulting engagements, and hand them to sales with the context needed to run them.

• Route customer feedback and feature requests into the roadmap process with enough context and evidence for product and engineering to act.
• Work alongside the Onboarding Specialist from kickoff forward so the transition to your ownership is a handoff, not a reintroduction.
• Share patterns you see across your book with the broader team — recurring friction, competitive pressure, emerging use cases.

• Track account activity, renewal forecasts, and escalations in Salesforce and keep records current.
• Contribute to building the customer success playbook. We are a 30-person company and you will help define process, not just follow it.

• Direct experience inside or alongside public sector HR or finance. That may be working…