Customer Success Manager, Tech Touch

Overview

Employer Industry: Software as a Service (SaaS) in the Public Sector

• Competitive wages
• Comprehensive benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
• Generous PTO to support work-life balance
• 401K matching
• 12-week paid parental leave
• Autonomy to grow and find your career path with supportive leadership

• Advocate for customers within the organization to ensure their continued success
• Manage communication plans and customer outreach through communication blasts
• Track account health metrics, including net promoter scores and churn risks, and develop remediation plans
• Monitor contract renewals and mitigate risks by partnering with customers to create success plans
• Manage escalations and coordinate resolution efforts with required staff to address customer disputes

• Minimum of two (2) years of experience in Customer Relationship, Customer Success Management, Account Management, or a related role
• Experience managing accounts with $15k and under within a large book of business
• Ability to identify and manage multiple stakeholders, including executive levels
• Strong technical background, particularly with online software (SaaS) products and services
• Proven track record of success working directly with customers to resolve issues

• Previous HR or Public Safety experience
• Knowledge of Salesforce or Gainsight
• Familiarity with NEOGOV and/or PowerDMS
• Experience in a demanding role requiring strong leadership and high emotional intelligence
• Strong presentation, written, and oral communication skills

#Public Sector #Customer Success #Remote Work #Career Growth #Diversity And Inclusion

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