Customer Success Manager

Description

Who We Are

Catalis is a leading provider of government Software as a Service (SaaS) and IRS529 plan administration/management. Our technology helps government agencies streamline processes, improve efficiency, and deliver simpler, faster, and more accessible services to the public.

The Opportunity

The Customer Success Manager owns the post-sale customer relationship, helping customers achieve measurable value from Catalis solutions. This role drives product adoption, customer satisfaction, retention, renewals, and account growth while serving as the customer’s primary advocate across internal teams. This role serves as a trusted advisor to customers, proactively identifying risks, aligning solutions to business objectives, and ensuring customers achieve measurable outcomes throughout their Catalis journey. The ideal candidate combines executive relationship management, strategic account planning, data-driven decision making, and proactive risk mitigation to deliver exceptional customer experiences and maximize customer value.

Travel: This role requires approximately 20% travel.

What You Will Do:

Customer Retention and Advocacy

• Lead regular business reviews that demonstrate customer value and cover account status, support activity, product releases, adoption, and relevant new solutions.
• Develop and maintain strategic success plans that align customer objectives with measurable business outcomes.
• Coordinate renewal activities for agreements that do not renew automatically, ensuring appropriate contracts are in place for all services and subscriptions.
• Oversee and escalate billing and collections issues in partnership with the appropriate internal teams.
• Manage customer escalations involving support, expectations, executive sponsorship, or overall service experience.
• Build relationships with executives, operational leaders, and key stakeholders to understand customer priorities and initiatives.
• Develop customer reference relationships and maintain accurate CRM records of reference activity.
• Identify and quantify retention risk by monitoring account health, product usage, survey results, and support trends.
• Create and execute remediation plans for at-risk accounts.
• Coordinate onboarding for new customers, including training recommendations and facilitation.

Customer Adoption and Growth

• Identify cross-sell opportunities within assigned accounts based on customer needs and strategic priorities
• Advocate for customers across Catalis, escalating concerns before they affect satisfaction or retention
• Partner with sales, product, implementation, support, and other internal teams to deliver coordinated customer outcomes.

Requirements

What You Will Need to Succeed

• At least five years of experience in customer success, account management, or a related customer-facing role, preferably within a SaaS or technology company.
• Demonstrated experience leading account reviews, managing escalations, supporting renewals, and representing an organization in customer meetings or industry events.
• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience.
• Strong analytical and business judgment, with the ability to interpret customer, product, and account data; identify trends and risks; and translate insights into practical recommendations and action plans.
• Proven ability to manage multiple customers, projects, and competing priorities with flexibility, sound judgment, and consistent follow-through in a fast-paced, changing environment.
• Highly organized and detail-oriented, with disciplined documentation practices that keep plans, decisions, risks, commitments, and next steps accurate, current, and accessible.
• Strong written and verbal communication, presentation, and customer engagement skills, with the ability to build credible, trusted relationships across executive, operational, and internal teams.
• Collaborative, self-motivated, and able to influence outcomes across departments without direct authority.
• Experience in the software industry is preferred.

EEO Statement

We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.