Customer Success Manager

3 hours, 33 minutes ago
Full-time
Mid Level
Customer and Technical Support
ClearGov

ClearGov

ClearGov provides cloud-based Budget Cycle Management software designed to enhance the efficiency, collaboration, and automation of budgeting processes for local governments.

Internet Software & Services
51-250
Founded 2015
$1M raised

Description

  • Lead milestone-based meetings, including QBRs, EBRs, partnership reviews, renewals, and technical check-ins.
  • Create success plans for the full account portfolio and translate product capabilities and integrations into measurable ROI.
  • Forecast renewals, downsell risks, retention, and expansion opportunities using accurate pipeline data.
  • Monitor account health, identify churn risks early, and execute proactive mitigation plans.
  • Identify upsell opportunities from usage trends, product limits, module needs, and feature gaps.
  • Maintain multithreaded stakeholder and executive engagement across assigned accounts.
  • Present quarterly book-of-business readouts and monthly account health updates to Customer Success leadership.
  • Partner with CS Operations and Revenue Operations on Salesforce processes, rate increases, and pipeline integrity.

Requirements

  • 3–5 years of experience in Customer Success, Account Management, or a client-facing B2B SaaS role.
  • Experience managing 100+ accounts using structured success, risk-management, and process-mapping frameworks.
  • Demonstrated commercial acumen, including upselling, rate increases, expansion pipeline creation, and NRR growth.
  • Experience with retention and growth forecasting, SaaS metrics such as NRR and GRR, and pipeline management.
  • Proficiency with Salesforce; experience with ChurnZero and Gong is preferred.
  • Understanding of integration protocols, customer data challenges, and ERP or reporting workflows.
  • Ability to use AI tools, automation, and productivity workflows to scale customer engagement.
  • Strong executive communication, multithreading, ROI presentation, and competitive differentiation skills.
  • Ability to adapt in ambiguous startup or post-merger environments; GovTech or public-sector experience is a plus.
  • Clear communication, ownership, adaptability, collaborative teamwork, and problem-solving skills.

Benefits

  • Base salary of $87,000–$93,000 USD or $100,000–$110,000 CAD, plus a variable plan of $31,000 USD or $36,000 CAD.
  • Remote and flexible work environment.
  • Medical, dental, and vision insurance.
  • 401(k) or RRSP with a 3.5% company match.
  • Paid vacation, sick and safe time, 10 company holidays, and three wellness days.
  • Paid parental, bereavement, jury duty, and civic service leave.
  • Life, disability, AD&D insurance, FSA/HSA options, and an employee assistance program.
  • Employee referral bonus program and growth opportunities.

Interested in this position?

Apply directly on the company website

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