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Customer Success Manager
Volaris GroupCustomer Success Manager handling strategic relationships and driving growth in the Courts vertical for a SaaS company. Collaborating with various teams to enhance customer value and retention.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessAccount ManagementB2B SaaSCase Management SoftwareRetention RevenueExpansion RevenueSoftware LearningImplementationProfessional Services
Soft Skills
Relationship BuildingFacilitationCommunicationOrganizational SkillsProactiveComfort with Ambiguity
Tools & Technologies
ChurnZeroCRM
Industry Keywords
Criminal JusticeCourtsCorrectionsPublic Sector TechnologyHealthcareClinical
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
- Comprehensive benefits package
- Opportunity to grow as the team scales
- Collaborative culture with strong cross-functional support from Product, Sales, and Leadership