Customer Success Manager (Agencies/Entities)

Civic Marketplace is a company focused on enhancing procurement processes for government agencies and public entities. They are seeking a Customer Success Manager to manage client relationships, ensuring clients derive value from the platform and drive engagement throughout the client lifecycle.

Responsibilities:

• Own client success and retention
• Serve as the primary point of contact for a portfolio of government agencies and public entities
• Ensure clients are actively using Civic Marketplace and seeing tangible value from it
• Own retention and satisfaction metrics across your accounts, with client outcomes as the measure of success
• Track open requests, quote activity, and follow-up items; make sure nothing falls through the cracks
• Conduct proactive outreach to agencies via phone and email, including personalised follow-up after initial contact
• Schedule and coordinate demos, onboarding sessions, and training calls
• Chase down suppliers for bids and responses on behalf of agency clients where needed
• Maintain a high contact rate and keep a healthy cadence of touchpoints across your account list
• Guide agencies through onboarding and initial platform adoption
• Provide training and ongoing education to help clients use Civic Marketplace effectively
• Identify and resolve issues early, escalating where necessary and following through to resolution
• Conduct regular check-ins and business reviews to assess satisfaction and surface growth opportunities
• Work closely with the Agencies and Entities Team (VP of Agencies, Director of Engagement, and VP of Strategic Partnerships) to align on priorities and share account intelligence
• Feed client insights back into the product and go-to-market teams to inform platform improvements
• Support go-to-market initiatives that drive agency acquisition and deeper platform engagement
• Coordinate across internal teams to ensure client needs are addressed quickly and completely

Requirements:

• 1–3 years in Customer Success, Account Management, or a client-facing coordination role
• Experience in B2B SaaS, marketplaces, or public sector is a strong plus
• Comfortable with CRM tools, outreach tracking, and keeping structured records of client interactions
• Maintain energy and optimism in repetitive work
• Are based in the Central Time zone or further East
• Bonus: experience working with government agencies, procurement processes, or SMBs