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.

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
Must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check.

A dynamic and supportive work environment in a mission driven organization
Competitive salary and benefits package, including health, dental, vision insurance
Unlimited PTO (paid time off)
HSA and FSA options
401(k) plan with matching contributions
Paid parental leave
ABLE matching contributions for the disability community
Employer paid short term and long-term disability insurance and group term life insurance
Financial and legal assistance through our EAP (Employee Assistance Program)
Opportunities for professional development and career advancement
The chance to make a significant impact on the delivery of government services and the lives of citizens.

Customer Success Manager

Key skills