Customer Success Manager

Catalis provides government SaaS and integrated payment solutions. The Customer Success Manager owns complex customer relationships, manages retention risks and escalations, and guides customers from legacy systems toward modern SaaS offerings while coordinating across internal teams.

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)
• 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