Customer Success Manager
Remote · United States
Job Summary
Customer Success Manager for a portfolio of strategic, court- and case-management software accounts. Owns relationships with administrators, end users, and executive stakeholders; conducts regular touchpoints and quarterly business reviews; identifies opportunities to expand usage and seats; partners with Sales to drive expansion; maintains accurate CRM data and advocates for the voice of the customer within Product and leadership. Travel up to 30% for on-site visits and QBRs; a mission-driven, collaborative role that scales a customer success function within a technology-focused, public-sector space.
Required Qualifications
- At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role
- Experience managing complex, multi-stakeholder accounts in a B2B SaaS or technology environment
- Proven ability to learn new complex software
- Track record of driving retention and expansion revenue
- Strong facilitation and communication skills — comfortable leading cross-functional calls and executive conversations
- Familiarity with customer success platforms (ChurnZero experience a strong plus)
- Highly organized, proactive, and comfortable operating with ambiguity
- Ability to travel up to 30% for on-site customer visits and QBRs
- Preferred experience in the criminal justice, courts, corrections, or public sector technology space or similar "case management" type software systems
- Assisting in enhancing a Customer Success team rollout
- Familiarity with implementation or professional services environments
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