PublicInput

Manager, Customer Success

PublicInput

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Lead and mentor a team of Customer Success Managers, fostering a high-performance culture.
  • Monitor and own key metrics, including churn, renewal rates, and customer health scores.
  • Collaborate with Sales to align and influence expansion opportunities.
  • Collaborate with Product teams to relay customer feedback and influence the product roadmap.
  • Design and implement processes to scale customer success operations efficiently.
  • Leverage data and analytics to predict customer needs and mitigate risks.
  • Initially own a portfolio of a limited number of named accounts.

Requirements

  • 5+ years of experience in customer success, account management, or a related field in a SaaS environment.
  • 2+ years of experience managing or leading a team.
  • Proven track record of driving customer retention and expansion in a B2B or B2G SaaS setting.
  • Analytical skills with experience using CRM (e.g. Salesforce) and Customer Success platforms (e.g. Gainsight, Churnzero)
  • Exceptional communication and leadership skills with the ability to influence cross-functional teams.
  • Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
  • Ability to thrive in a fast-paced, dynamic environment.
  • Experience with GovTech SaaS products.
  • Familiarity with subscription-based business models and metrics like ARR.
  • Comfortable working with remote or distributed teams.
Benefits
  • Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
  • Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan for employees, covering up to 100% of your premiums or up to $800 monthly for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
  • $1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee’s Health Savings Account (HSA).
  • Pre-tax 401k: The company provides access to make pre-tax contributions to a 401k program.

Applicant Tracking System Keywords

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

Hard skills
customer successaccount managementdata analyticscustomer retentioncustomer expansionSaaSsubscription-based business modelsmetricsCRMGainsight
Soft skills
leadershipcommunicationinfluencecollaborationanalytical skillsmentoringhigh-performance cultureadaptabilityteam managementcross-functional teamwork