Customer Success Manager

Catalis provides government Software as a Service and integrated payment solutions that help public-sector agencies streamline operations and improve service delivery. The Customer Success Manager owns post-sale customer relationships, driving adoption, satisfaction, retention, renewals, and account growth while coordinating customer outcomes across internal teams.

Responsibilities:

• Lead regular business reviews that demonstrate customer value and cover account status, support activity, product releases, adoption, and relevant new solutions
• Develop and maintain strategic success plans that align customer objectives with measurable business outcomes
• Coordinate renewal activities for agreements that do not renew automatically, ensuring appropriate contracts are in place for all services and subscriptions
• Oversee and escalate billing and collections issues in partnership with the appropriate internal teams
• Manage customer escalations involving support, expectations, executive sponsorship, or overall service experience
• Build relationships with executives, operational leaders, and key stakeholders to understand customer priorities and initiatives
• Develop customer reference relationships and maintain accurate CRM records of reference activity
• Identify and quantify retention risk by monitoring account health, product usage, survey results, and support trends
• Create and execute remediation plans for at-risk accounts
• Coordinate onboarding for new customers, including training recommendations and facilitation
• Identify cross-sell opportunities within assigned accounts based on customer needs and strategic priorities
• Advocate for customers across Catalis, escalating concerns before they affect satisfaction or retention
• Partner with sales, product, implementation, support, and other internal teams to deliver coordinated customer outcomes

Requirements:

• At least three years of experience in customer success, account management, or a related customer-facing role, preferably within a SaaS or technology company
• Demonstrated experience leading account reviews, managing escalations, supporting renewals, and representing an organization in customer meetings or industry events
• Bachelor's degree in business, marketing, communications, or a related field, or equivalent professional experience
• Strong analytical and business judgment, with the ability to interpret customer, product, and account data; identify trends and risks; and translate insights into practical recommendations and action plans
• Proven ability to manage multiple customers, projects, and competing priorities with flexibility, sound judgment, and consistent follow-through in a fast-paced, changing environment
• Highly organized and detail-oriented, with disciplined documentation practices that keep plans, decisions, risks, commitments, and next steps accurate, current, and accessible
• Strong written and verbal communication, presentation, and customer engagement skills, with the ability to build credible, trusted relationships across executive, operational, and internal teams
• Collaborative, self-motivated, and able to influence outcomes across departments without direct authority
• Experience in the software industry is preferred