Customer Success Manager

equivant

Customer Success Manager overseeing a portfolio of strategic accounts in the Courts vertical. Driving customer success and expansion by managing relationships and identifying product growth opportunities.

Posted 5/26/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own strategic customer relationships
You will serve as the named CSM for a portfolio of key (Case Management Software) accounts, building deep relationships with administrators, end users, and executive stakeholders.
You will run regular touchpoints, quarterly business reviews, and success planning sessions to keep customers aligned, engaged, and growing.
Drive expansion and growth of our solutions
You will proactively identify opportunities for customers to expand their use of our products — whether through additional features, modules, or seats — and work closely with Sales to move those opportunities forward.
Manage customer health in a CRM
You will maintain accurate, up-to-date account data, act on automated health alerts and trigger plays, and use the platform to stay ahead of risk and opportunity across your book of business and beyond.
Serve as the voice of the customer internally
You will bring customer feedback, feature requests, and sentiment into product and leadership conversations. You will help shape how we build, prioritize, and communicate with customers.

Requirements

What you’ll need

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 (healthcare, clinical)
Assisting in enhancing a Customer Success team rollout
Familiarity with implementation or professional services environments

Benefits

Comp & perks

Competitive compensation
Benefits and the opportunity to grow as the team scales
Collaborative culture with strong cross-functional support from Product, Sales, and Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementB2B SaaSCase Management SoftwareRetention RevenueExpansion RevenueComplex Software LearningImplementationProfessional Services

Soft Skills

FacilitationCommunicationOrganizationalProactiveComfortable with AmbiguityRelationship BuildingStakeholder ManagementCross-functional Leadership