Customer Success Manager

Job Title:

Customer Success Manager (Hybrid) Department:
Customer Success Position Type:
Full-Time Years of

Experience:

3+ Travel Requirements: ~30%

BS&A Software, a leading software organization with proven technology,is dedicated to providing cutting-edge solutions to local governments and utility districts throughout the country. Our cloud-based ERP software is a cornerstone in enhancing efficiency and effectiveness in these sectors. We are currently seeking a dynamic and highly motivated Customer Success Manager (CSM) to join our team and contribute to our high level of customer service.

We are seeking a proactive, customer-focused Customer Success Manager (CSM) to ensure our customers achieve success on our Cloud platform. This is a hands‑on role requiring deep knowledge and expertise in both customer business processes and BS&A Products. This role will partner with:

• New Cloud Customers— including large new implementations, upgrades from our on‑premise solution, and customers from recent acquisitions — to ensure smooth onboarding, drive adoption, and deliver measurable early value on our Cloud platform.
• Tenured Cloud Customers— including large accounts and those at risk (Yellow/Red) — to ensure timely resolution of challenges and maintain strong satisfaction.

The CSM serves as each customer’s dedicated advocate, aligning their needs with our resources to deliver an exceptional experience. Success will be measured by customer adoption, early value realization, satisfaction, and improved NPS scores.

Post‑Go‑Live Engagement:
Serve as the main point of contact for designated customers as they go‑live on our Cloud product, ensuring a seamless onboarding and ramp‑up experience.

Adoption & Value Realization:
Work closely with customers to understand their objectives, monitor progress, and provide guidance to maximize platform adoption and usage.

Customer Advocacy:
Act as the voice of the customer internally, escalating issues and coordinating with Support, Product, and Implementation teams to ensure timely resolution.

Proactive Guidance:
Provide best practices, training recommendations, and resources tailored to their specific needs to help customers achieve early wins.

Success Planning:
Develop and maintain a success plan for each customer, documenting key goals, timelines, and milestones.

Health Monitoring:
Track customer sentiment and engagement, proactively addressing risks to satisfaction or adoption.

NPS Improvement Focus:
Partner with leadership and team members across departments to implement initiatives aimed at improving NPS and overall customer sentiment.

Collaboration:

Work cross‑functionally with Account Management, Product Management, Professional Services, and Support teams to align customer outcomes with organizational objectives.

• High NPS for assigned customers
• 100% Customer Retention
• Timely resolution of escalated situations
• Reduction of recurring first‑year customer concerns through cross‑departmental collaboration
• Increased number of customers willing to serve as references and promoters

• 3+ years in Account Management, Product Management, Professional Services, or Support, ideally in the SaaS or Gov Tech industry.
• Experience working with local governments and navigating complex organizational structures.
• Strong knowledge of customer business processes.
• Deep subject matter expertise with BS&A Software Products.
• Strong relationship management, communication, time management, and presentation skills.
• Ability to manage multiple high‑profile accounts simultaneously.
• Problem‑solving mindset with a customer‑first approach.
• Organized and detail oriented.
• Familiarity with customer health metrics, NPS, and onboarding best practices.
• Understanding of local government workflows, compliance requirements, and public sector technology adoption is a plus.
• Working knowledge of BS&A’s .Net and Cloud local government software solutions.
• Proficiency with Salesforce.

• Competitive Pay
• Health Insurance – BCBS of Michigan – Employer‑paid premium
• Health Savings Plan – Employer contributes 75%
• Dental Insurance – Employer‑paid premium
• Vision…