Customer Success Manager (West Coast)
Remote
Job Summary
Drive strategic growth by serving as a trusted advisor to government agencies, developing tailored account strategies to align unique workflows with product capabilities. Own business outcomes through proactive renewal management and negotiation of expansion opportunities while enabling adoption via targeted training and translating technical concepts into practical value. Manage success metrics including churn reduction, expansion revenue, and CSAT to inform strategic planning, and map stakeholder relationships to act as the internal voice of the customer. Collaborate with Product, Sales, and Support teams to de-escalate issues and influence product direction. Travel 15-20% annually for customer visits and conferences.
Required Qualifications
- 4+ years of experience in Customer Success
- Ideally within a fast-growing SaaS startup
- Proven ability to manage complex accounts
- Drive renewals
- Identify cross-sell opportunities
- Strong focus on achieving customer outcomes
- Building long-term partnerships
- Skill in navigating multiple stakeholders
- Collaborative spirit for cross-functional conversations
- Ability to mitigate risk
- De-escalate issues before they become critical
- Capacity to learn and support multiple products
- Proficiency in translating technical concepts into practical, customer-friendly language
- Clear, strategic communication
- Strong written and verbal skills
- Exceptional organizational skills
- Prioritization ability to manage multiple customers and incoming requests
- Familiarity with Salesforce
- Familiarity with Fathom
- Familiarity with Hex
- Familiarity with Google Suite
- Familiarity with Slack
- Familiarity with Hubspot
- Familiarity with Claude
- Located on the western portion of the US
- Like CA, OR, WA, AZ, CO, UT
- Must be available for 3-5 visits per quarter
- 15-20% annually travel
Desired Qualifications
- Ideally within a fast-growing SaaS startup
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