Customer Success Manager

SOVRA is a leading public procurement platform trusted by more than 7,000 government agencies and over 1 million suppliers across North America. The Customer Success Manager plays a foundational role in ensuring client satisfaction, driving product adoption, and managing relationships to support renewals and expansions.

Responsibilities:

• Own the client relationship end-to-end, building strong partnerships to understand customers' business needs and strategic goals
• Coach and educate clients on product best practices, new features, and internal support structures so they get maximum value from the platform
• Facilitate virtual meetings and deliver product training
• Communicate and monitor project progress with the development team; manage client projects on time and within budget
• Identify growth opportunities within assigned accounts; support contract renewals and collaborate with Sales and Implementation on upsell and contract amendment execution
• Act as the customer advocate, participating in voice-of-customer initiatives and proposing innovative, outside-the-box solutions to customer challenges
• Support clients in defining and tracking success KPIs aligned with their goals
• Prepare and deliver reports and insights, including Quarterly Business Reviews, monitoring success across the customer journey
• Collect customer success stories and feedback for internal and external use
• Support clients through change management and internal transitions

Requirements:

• Minimum 3 years experience in a similar position (Customer Success, Account Management, T2/T3 Customer Support)
• Experience managing B2B SAAS projects and customers
• Experience with JIRA, Salesforce, Zendesk and/or other project management and support systems
• Experience with a Gov Tech
• Experience with general project management