Copy of Customer Success Manager

TrueComp is hiring a Customer Success Manager to own retention, adoption, and renewals across a portfolio of public agency accounts. The role manages customer relationships and escalations, identifies expansion opportunities, collaborates with sales, support, and product, and contributes to the customer success playbook.

Responsibilities:

• Own the renewal conversation for every account in your book, from early positioning through signed agreement
• Run a renewal calendar that starts 120 days out, not 30. In public sector, the paperwork takes longer than the decision
• Negotiate pricing and terms within your approved authority, and bring anything outside that band to the COO with a recommendation
• Manage the mechanics — purchase orders, fiscal year timing, contract amendments, and re-bid requirements where they apply
• Forecast renewals accurately and identify risk early enough to change the outcome
• Maintain an account health view you can defend in a forecast review
• Build working relationships with HR and finance leadership at each agency, not just your day-to-day contact
• Understand each customer's operating calendar — budget adoption, bargaining cycles, council meetings — and plan engagement around it
• Run a consistent cadence with named accounts covering usage, upcoming budget and negotiation cycles, and open issues
• Own escalations end to end, pulling in support, product, or executive help when the situation calls for it
• Identify and qualify expansion opportunities across additional modules, added agencies, and consulting engagements, and hand them to sales with the context needed to run them
• Route customer feedback and feature requests into the roadmap process with enough context and evidence for product and engineering to act
• Work alongside the Onboarding Specialist from kickoff forward so the transition to your ownership is a handoff, not a reintroduction
• Share patterns you see across your book with the broader team — recurring friction, competitive pressure, emerging use cases
• Track account activity, renewal forecasts, and escalations in Salesforce and keep records current
• Contribute to building the customer success playbook. We are a 30-person company and you will help define process, not just follow it

Requirements:

• Direct experience inside or alongside public sector HR or finance. That may be working at an agency, or working with agency HR and finance teams in a vendor, consulting, or advisory capacity
• Working knowledge of compensation benchmarking, labor costing, or actuarial analysis. You do not need to be an actuary. You do need to hold your own in a conversation with a compensation analyst
• Direct ownership of renewal outcomes in a prior role, including pricing conversations and negotiation
• Working knowledge of public sector procurement — purchase orders, fiscal year cycles, contract amendments, and when a renewal becomes a competitive re-bid
• 3-5 years managing customer relationships with direct retention and renewal accountability
• Demonstrated ability to manage a book of this size independently, prioritizing across accounts without close supervision
• Written communication clear and concise enough that an HR director will actually read it
• SaaS experience preferred
• Salesforce experience
• prior work at a company under 100 employees
• data literacy strong enough to read a usage report and know what it means