Customer Success Manager

City Innovate Inc

Customer Success Manager leveraging product knowledge to improve customer experience at a GovTech SaaS company. Focused on user adoption, retention, and cross-functional collaboration.

Posted 5/15/2026full-timeSan Francisco • California • 🇺🇸 United StatesJunior💰 $70,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

Drive customers from implementation into active, measurable, durable product usage. Build adoption plans grounded in each customer’s actual workflows, not generic playbooks. Track usage signals and intervene with substance when adoption stalls.
Become a true expert in how each customer uses Authorium day to day — the people, the processes, the friction points, the workarounds. Surface the user-experience reality that account-level metrics alone won’t show.
Serve as the structured voice of the customer to Product and Engineering. Translate raw customer feedback into prioritized, contextualized product input that helps shape roadmap decisions and improves user experience to solidify adoption and growth.
Translate the product roadmap, new capabilities, and platform direction into language non-technical customer leadership can use. Help customer stakeholders understand what’s coming, what it means for their work, and how to plan for it.
Operate as a peer alongside commercial Account Managers, sharing context, surfacing signals, and coordinating on customer strategy. You bring the adoption and product lens; together with the AM team, you cover the customer end to end.
Partner with Solutions and Implementation during onboarding handoffs. Coordinate with Support and Training on customer issues that touch enablement or adoption. Work with Marketing on case studies and references where adoption stories warrant it.
Establish a picture of overall customer portfolio adoption, health, and retention path (risk, opportunities). Coordinate closely with Sales, Support, Delivery, Product to influence plans around broader customer adoption patterns. Ongoing contributions to process development.

Requirements

What you’ll need

1–3 years in a customer-facing role with substantive product depth — CSM, solutions consulting, technical account management, implementation, or product-adjacent client services. GovTech or B2B SaaS preferred but not required
Scrappy and confident — you operate with high autonomy, you don’t wait to be told how to engage a customer, and you bring a point of view to the conversation
A natural translator: equally comfortable explaining a customer’s technical usage and needs to a product team, and explaining a product roadmap to a non-technical customer leadership team
Data forward — you can read a usage dashboard, build analyses, and use evidence to back up a recommendation
Comfortable presenting — to customer executives, to internal product leadership, to mixed audiences. You can hold the room without overselling.
A team player by default — you operate well alongside Account Managers, Solutions, Support, and Product, and you understand that no single function owns the customer alone
Curious about how software products work and motivated to develop real product depth, without needing to be the one configuring it
Self-aware about scope: you can go deep on the right things and resist the pull to disappear into every weed of every customer issue
Startup-ready: comfortable with ambiguity, excited by building from scratch, and energized (not overwhelmed) by wearing multiple hats
BONUS POINTS
Experience / knowledge of government, procurement, grants, or compliance-adjacent industries
Familiarity with tools like Jira, Pendo, Claude, Miro, Notion, Teamwork
Based in the SF Bay Area with interest in regular in-person customer collaboration

Benefits

Comp & perks

$70,000 - $95,000 competitive base salary with variable compensation tied to customer outcomes (including retention and product usage)
Equity participation in a growing GovTech company
In office (San Francisco)
100% employer-funded medical, dental, and vision insurance
401(k) with Profit Sharing Plan
Flexible PTO
$500 home office stipend
Commuter stipend
A defined seat on a coordinated Customer Accounts team that operates as one unit
A direct line into Product and a leadership team that takes voice-of-the-customer input seriously
A leadership team that values clarity, accountability, and continuous improvement

ATS Keywords

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Hard Skills & Tools

customer success managementsolutions consultingtechnical account managementdata analysisusage dashboard interpretationproduct roadmap translationcustomer engagement strategiesadoption planningprocess development

Soft Skills

autonomycommunicationpresentation skillsteam collaborationcuriosityself-awarenessadaptabilityconfidenceproblem-solving