Assist CSMs with onboarding new customers, including preparing materials, coordinating meetings, and supporting working sessions.
Proactively partner with customers to create success plans, and be responsive to customer inbound inquiries, ensuring timely and accurate follow‑up.
Help maintain customer documentation, success plan tracking, and account records.
Manage portfolio with an AI-first approach to drive super-efficient operations.
Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
Assist in gathering customer feedback and organizing it for internal teams.
Convey value by demonstrating progress in the customer’s program outcomes.
Hold Strategic Business Reviews to ensure value is realized at the leadership level.
Identify and support expansion opportunities to increase customer adoption and business objectives.
Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
Help schedule and facilitate training sessions, webinars, and resources that guide customers on best practices.

Requirements

1–2 years of experience in sales, account management, customer services, or a related role.
Ability to communicate clearly and professionally with both technical and non‑technical audiences.
Operates with a bias to action and enthusiastically embraces change management.
Highly organized with strong attention to detail and follow‑through that thrives in a fast-paced, growing organization.
Comfortable working in a fast‑paced environment and supporting multiple projects simultaneously.
Experience working with SaaS or cloud‑based software (preferred).
Interest in public sector work, digital transformation, and improving government services.
Eagerness to grow into a Customer Success Manager role over time.

Benefits

Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additional costs)
Company-sponsored life, short-term, and long-term disability insurance
11 Paid holidays
Flexible time off
401k plan with 4% employer match
Monthly home office stipend
Monthly wellness stipend

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer onboardingsuccess planscustomer documentationutilization metricsadoption metricsdashboardscustomer feedbacktraining sessionswebinarschange management

Soft Skills

communicationorganizational skillsattention to detailbias to actionadaptabilitycollaborationcustomer focusproblem-solvingtime managementprofessionalism