Customer Success Manager – Agencies/Entities

Civic Marketplace

Customer Success Manager responsible for managing government agency accounts and enhancing platform engagement. Collaborating with internal teams to ensure client satisfaction and retention.

Posted 5/22/2026full-timeRemote • California • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for a portfolio of government agencies and public entities
Ensure clients are actively using Civic Marketplace and seeing tangible value from it
Own retention and satisfaction metrics across your accounts, with client outcomes as the measure of success
Track open requests, quote activity, and follow-up items; make sure nothing falls through the cracks
Conduct proactive outreach to agencies via phone and email, including personalised follow-up after initial contact
Schedule and coordinate demos, onboarding sessions, and training calls
Chase down suppliers for bids and responses on behalf of agency clients where needed
Maintain a high contact rate and keep a healthy cadence of touchpoints across your account list
Guide agencies through onboarding and initial platform adoption
Provide training and ongoing education to help clients use Civic Marketplace effectively
Identify and resolve issues early, escalating where necessary and following through to resolution
Conduct regular check-ins and business reviews to assess satisfaction and surface growth opportunities
Work closely with the Agencies and Entities Team (VP of Agencies, Director of Engagement, and VP of Strategic Partnerships) to align on priorities and share account intelligence
Feed client insights back into the product and go-to-market teams to inform platform improvements
Support go-to-market initiatives that drive agency acquisition and deeper platform engagement
Coordinate across internal teams to ensure client needs are addressed quickly and completely

Requirements

What you’ll need

1–3 years in Customer Success, Account Management, or a client-facing coordination role
Experience in B2B SaaS, marketplaces, or public sector is a strong plus
Comfortable with CRM tools, outreach tracking, and keeping structured records of client interactions
Bonus: experience working with government agencies, procurement processes, or SMBs

Benefits

Comp & perks

Competitive salary + early-stage equity
Comprehensive medical, dental, and vision insurance
Flexible PTO
Regular team offsites (international)
Opportunity to help build a category-defining company in public procurement

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

client satisfactionclient retentionproactive outreachtrainingissue resolutioncommunicationcoordinationrelationship managementbusiness reviewsinsight sharing