Customer Success Manager

Title:

Customer Success Manager

Department:
Customer Success

Reports To:

Sr. Manager, Customer Success

A Customer Success Manager (CSM) delivers successful customer outcomes, supports organic growth opportunities across multiple Government customer accounts, and helps customers adopt Casepoint products, ensuring service delivery, including any deliverables, meeting contractual and customer business objectives, and fostering a relationship that generates further business. The CSM collaborates with Sales and Customer Delivery teams on services engagements, ensuring clear communication and customer alignment to drive customer adoption and expansion opportunities in Casepoint.

As a CSM you will regularly engage with diverse stakeholder groups, including executives of large enterprises and a cross-functional and geographically dispersed team. A successful CSM will utilize customer relationship management skills and technical credibility to communicate effectively at all levels of the organization. The CSM will deploy a proactive, holistic, and deliberate approach to customer services that leverages technology, data, and visibility into customers’ activities, so the customers continue to realize value from products over their lifetime as a Casepoint user.

• Manage the day‑to‑day experience of assigned Government accounts and support retention and renewal readiness activities.
• Help automate low to mid-market customer touchpoints
• Serve as a point of escalation for Government concerns and needs, collaborating with the Customer Success Team and the Casepoint Customer Delivery Organization to support and help manage customers from onboarding, adoption, service delivery, value realization, account growth, and retention.
• Collaborate closely with Casepoint team members across departments to actively:
• Support government sales opportunity capture activities;
• Ensure smooth customer onboarding, solution, and service delivery post-contract award;
• Contribute inputs to account planning and customer goals, in partnership with Senior CSMs, Sales, or CS leadership.
• Achieve retention and availability to renew goals;
• Coordinate with internal teams on clearance‑related requirements and communicate status to customers.
• Follow established processes related to contract requirements and communicate risks or compliance considerations to the appropriate internal teams.
• Actively provide insights on customer accounts (account data points, business/technical/service insights, etc.) to support account reviews.
• Develop strategic relationships with stakeholders to understand a customer’s business, goals, and develop and execute the strategic account plan.
• Advocate for customer needs to overcome adoption blockers and drive new feature development.
• Prepare for and participate in customer business reviews; independently lead standard QBRs for assigned accounts to inform on business and technical needs of the customer.
• Coordinate with project managers to ensure project schedules/plans, risk management plans, and communication plans are developed and executed. In conjunction with the project manager and/or Casepoint leadership, provide budget management for Casepoint projects or matters.
• Develop a thorough understanding of Casepoint’s products and service offerings to support continued account growth and retention.
• Lead and manage relationships with other commercial partners on a project, either as a prime or subcontractor, including subcontracts, modifications, invoicing, and performance.
• Provide proper and consistent communication for the customer relationship.
• Collaborate closely with Casepoint team members across departments to support onboarding, issue resolution, and customer outcomes.
• Ensure exemplary customer service and communication management of all assigned customers; proactively promote customer service throughout the organization and among teams; respond to peer requests when that request serves a customer’s need.
• Contribute to customer collateral, including white papers, webinars, events, guides, and other materials.
• Contribute to team and corporate projects and initiatives to promote continuous improvement.