Customer Success Manager (Enterprise GovTech)

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Requirements:

• 2-5 Years in a customer-facing or Customer Success role within an enterprise SaaS organization.
• A passion for Customer Engagement and a strong service mentality.
• Proven record of creating and maintaining business partnerships.
• Results-driven with a successful track record of meeting or exceeding quotas.
• Experience with the annual renewal process is preferred.
• Strong operational discipline with an analytical and data-driven mindset.
• Excellent oral and written communication skills.
• Proficient in PowerPoint and comfortable presenting to all organizational levels.
• Highly organized with the ability to work independently and be accountable for results.
• Experience with Salesforce or similar CRM tools and Gainsight or similar Customer Success tools is preferred.
• Government Technology experience welcomed.

Responsibilities:

• Drive retention and growth for customers by understanding their business needs and helping them succeed.
• Maintain communication with customers about their adoption trends and opportunities for deeper engagement.
• Act as the account owner for named accounts and coordinate all business functions within the organization.
• Maintain data in Salesforce, including contacts, initiatives, budgets, and forecasts.
• Represent the voice of the customer to inform sales processes and product roadmaps.
• Work with customers to develop a success plan addressing their immediate and future needs.
• Enlist super fans to serve as references and lead user groups.
• Drive attendance to trainings, webinars, and educational sessions.
• Identify ways to engage low-usage and at-risk accounts through data monitoring and account knowledge.