Catalis is a leading government Software as a Service (SaaS) and integrated payments provider. The Customer Success Manager will be responsible for managing complex customer relationships, ensuring customer retention, and guiding clients through modernization from legacy systems to modern SaaS solutions.

Responsibilities:

Own a portfolio of complex customer relationships and serve as the primary point of accountability for the overall experience
Manage escalations related to support, billing, invoicing, and legacy system limitations, partnering across teams to drive resolution
Identify retention risks and take proactive steps to stabilize accounts and rebuild confidence
Lead account conversations focused on clarity, progress, and next steps—even in ambiguous or under-documented environments
Build trusted relationships with customer stakeholders through consistency, transparency, and follow-through
Guide customers from legacy, on-premise solutions toward modern SaaS offerings
Identify and advance expansion and upsell opportunities aligned to customer needs and platform strategy
Operate independently and make sound decisions with incomplete information
Collaborate cross-functionally with Support, Product, Finance, Sales, and Engineering to move customer issues forward
Support onboarding, renewals, and ongoing engagement to ensure continuity of service

Requirements:

2+ years of experience in Customer Success, Account Management, or a customer-facing role within SaaS, technology, or complex B2B environments
Demonstrated ability to manage unhappy or at-risk customers and rebuild trust
High tolerance for ambiguity
Strong relationship-building skills, including the confidence to have difficult conversations
Exceptional problem-solving instincts and the ability to juggle multiple priorities simultaneously
Comfort operating independently
Persistence and an optimistic mindset—even in challenging situations
Strong verbal and written communication skills
Bachelor's degree in business, communications, or a related field (or equivalent experience)
Travel up to 35%, primarily for on-site customer meetings, relationship rebuilding, and strategic engagements
Because this position has access to criminal justice information, you must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check

CATALIS

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Customer Service

Customer Success Manager