Customer Success Manager

ClearGov is seeking a Customer Success Manager to own the health, value realization, retention, and upsell of a portfolio of 100–150 customer accounts. The role partners with government finance leaders and department heads to drive adoption, demonstrate ROI, manage account risks, and forecast renewals and expansion.

Responsibilities:

• Cadence & Milestone Execution: Lead monthly milestone based meetings (QBRs, EBRs, Partnership Reviews, Renewals), Admin/Technical Check-ins
• Value Realization & Success Planning: Translate product capabilities and integration protocols into measurable business outcomes, shifting conversations from product mechanics to ROI. Build Success Plans for 100% of your portfolio
• Revenue & Retention Forecasting: Deliver data-driven forecasts for renewals, downsell risks, and expansion opportunities; partner with CS Ops/RevOps on Salesforce stage exit criteria, rate increase workflows, and pipeline data integrity
• Proactive Risk Management & Retention: Monitor account health signals to flag at-risk accounts early, driving structured, proactive risk mitigation plans that protect Gross and Net Retention (GRR/NRR)
• Commercial Expansion Strategy: Apply commercial acumen to identify product limits, usage spikes, module additions, and feature gaps; convert customer health signals into qualified expansion pipeline (SQLs) to achieve portfolio growth targets
• Leadership & Health Reporting: Conduct quarterly Book of Business (BoB) readouts to CS Leadership detailing account pulse, risk mitigation strategies, and pipeline growth, alongside monthly health tracking updates

Requirements:

• You take ownership and follow through
• You communicate clearly and effectively
• You're comfortable solving problems and figuring things out
• You learn quickly and adapt as things change
• You care about the team, not just your own work
• You bring a sense of humor and perspective to what you do
• 3–5 years of hands-on experience in Customer Success, Account Management, or a client-facing role within a B2B SaaS environment
• Thrives in ambiguous startup or post-merger environments; comfortable navigating evolving organizational structures, fluid processes, and rapid operational changes
• Demonstrated commercial acumen with a track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR
• Proven success managing 100+ accounts using structured, value-driven frameworks, proactive risk mitigation, and process mapping
• Demonstrated ability to leverage AI-driven tools, automation, and productivity workflows to scale customer engagement, eliminate administrative friction, and maintain high-touch quality across a mid-market portfolio
• Strong proficiency in retention and growth forecasting, SaaS metrics (NRR/GRR), and pipeline management in SFDC
• Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows
• Working knowledge of Salesforce (SFDC) for pipeline/opportunity management and CS platforms (ChurnZero, Gong) for forecast and health tracking
• Skilled in multithreading accounts, articulating competitive differentiation, and leading executive ROI discussions
• experience with GovTech or public-sector customers