{"id":3029450,"url":"https://alion.io/job/cleargov-customer-success-manager","title":"Customer Success Manager","company":{"id":1766593,"name":"ClearGov","domain":"cleargov.com","url":"https://alion.io/company/cleargov","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Calgary, Canada","Toronto, Canada","United States"],"countries":["CA","US"],"hiring_countries":["US","CA"],"hiring_countries_total":2,"salary":{"min":87000,"max":93000,"currency":"USD","period":"year","gross":null,"usd_annual":93000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-21T18:15:27Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-26T10:35:26Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About ClearGov\nClearGov is building the modern financial operating layer for the public sector.\nWe help US local governments and school districts plan, budget, report, and communicate their finances with clarity and confidence. From long-term planning to financial reporting, compliance, and transparency, our platform connects the work finance teams are already doing and makes it easier to deliver for their communities.\nToday, more than 2,000 public sector organizations use ClearGov, and we continue to expand our platform and reach as we grow.\nOur Core Values\nBe Clear & Credible We are authentic in our interactions, communicating with clarity, speaking with honesty, and following through with consistency. We turn transparency into our greatest competitive advantage. \n\nBe Human We are human partners to our colleagues and customers and lead with consideration and kindness - making space for others to do the same. We turn empathy into a shared strength.\n\nBe Better Together We are committed to building an inclusive community where everyone thrives. We share successes, support each other through challenges, and show up for our teammates the way we show up for our customers. We turn togetherness into our greatest advantage and collaboration into our greatest multiplier.\n\nBe Honourable/Honorable We are responsible to our colleagues and customers. We bring our full selves to every conversation, every project, every decision, and every relationship. We act with intention, deliver on our commitments, and lead with integrity - even when no one is watching. We turn honour into the foundation that powers everything we do.\n\nBe ConnectedWe are culture builders where people are seen, welcomed, and celebrated. We show up in every interaction - the laughs, the wins, the hard days. We turn connection into opportunities for people to feel they belong.\n\n What Makes You a Great Fit\nYou take ownership and follow through\nYou communicate clearly and effectively\nYou're comfortable solving problems and figuring things out\nYou learn quickly and adapt as things change\nYou care about the team, not just your own work\nYou bring a sense of humor and perspective to what you do\nAbout the Opportunity\nClearGov is seeking a structured, value-focused Customer Success Manager (CSM) to own the end-to-end health, value realization, retention, and upsell of a medium account portfolio of 100-150 customer accounts. Operating in a mid-touch to high-touch engagement model, you will balance personalized executive relationships with scalable operational efficiency.\nAs a trusted partner to government finance leaders and department heads, you will leverage process mapping, deep product knowledge, and technical integration understanding to mitigate churn, drive adoption through our Journey Model, and articulate clear ROI\nKey Performance Indicators\n Retention & Growth: Net Retention Rate (NRR), Gross Retention Rate (GRR), Expansion (Upsell/Price Increase)\nForecast Accuracy: Maintain accurate, predictable quarterly retention, churn risk, and expansion pipeline forecasting across your portfolio\nStakeholder Engagement: Maintain multithreaded account coverage and executive engagement across your book, and ensure customers actively participate in the Journey Model\nKey Responsibilities:\n Cadence & Milestone Execution: Lead monthly milestone based meetings (QBRs, EBRs, Partnership Reviews, Renewals), Admin/Technical Check-ins. \nValue Realization & Success Planning: Translate product capabilities and integration protocols into measurable business outcomes, shifting conversations from product mechanics to ROI. Build Success Plans for 100% of your portfolio.\nRevenue & Retention Forecasting: Deliver data-driven forecasts for renewals, downsell risks, and expansion opportunities; partner with CS Ops/RevOps on Salesforce stage exit criteria, rate increase workflows, and pipeline data integrity.\n Proactive Risk Management & Retention: Monitor account health signals to flag at-risk accounts early, driving structured, proactive risk mitigation plans that protect Gross and Net Retention (GRR/NRR).\n Commercial Expansion Strategy: Apply commercial acumen to identify product limits, usage spikes, module additions, and feature gaps; convert customer health signals into qualified expansion pipeline (SQLs) to achieve portfolio growth targets.\n Leadership & Health Reporting: Conduct quarterly Book of Business (BoB) readouts to CS Leadership detailing account pulse, risk mitigation strategies, and pipeline growth, alongside monthly health tracking updates. \nCritical Skills/Experience:\nExperience: 3-5 years of hands-on experience in Customer Success, Account Management, or a client-facing role within a B2B SaaS environment; experience with GovTech or public-sector customers is a plus.\nAdaptability & Culture Fit: Thrives in ambiguous startup or post-merger environments; comfortable navigating evolving organizational structures, fluid processes, and rapid operational changes.\nCommercial Acumen & Expansion Expertise: Demonstrated commercial acumen with a track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR.\nRisk & Portfolio Management: Proven success managing 100+ accounts using structured, value-driven frameworks, proactive risk mitigation, and process mapping. \nAI & Operational Scalability: Demonstrated ability to leverage AI-driven tools, automation, and productivity workflows to scale customer engagement, eliminate administrative friction, and maintain high-touch quality across a mid-market portfolio.\n Forecasting & Revenue Acumen: Strong proficiency in retention and growth forecasting, SaaS metrics (NRR/GRR), and pipeline management in SFDC.\nTechnical & Integration Acumen: Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows. \n Tooling & Ops Proficiency: Working knowledge of Salesforce (SFDC) for pipeline/opportunity management and CS platforms (ChurnZero, Gong) for forecast and health tracking.\nExecutive Engagement: Skilled in multithreading accounts, articulating competitive differentiation, and leading executive ROI discussions. \nCompensation:\nIn the spirit of transparency, we are excited to share the base salary for this position is $87,000 - $93,000 USD or 100,000 - 110,000 CAD base and exclusive of fringe benefits or potential bonuses. In addition to the base salary there is a variable plan of 31,000 USD or 36,000 CAD. If you are hired at ClearGov, your final base salary compensation will be determined by factors such as skills, interview performance, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).\nWhy Join ClearGov\nRemote and flexible work environment\nMeaningful work that impacts communities across the United States\nCollaborative, high-performing team\nCompetitive compensation and benefits\nOpportunities to grow as we scale \nBenefits\nMedical, dental & vision insurance\nFSA, HSA, and/or Dependent Care FSA (US)\nLife + AD&D insurance, plus short-term and long-term disability insurance (US)\nLife + disability insurance (Canada)\n401(k) (US) / RRSP (Canada) with 3.5% match\n10 company holidays\n3 wellness days\nPaid vacation time off\nSick and safe time off\nPaid parental leave\nPaid bereavement leave\nPaid jury duty + civic service leave\nEmployee assistance program\n2 summer days + annual end-of-year \"Dimming of the Lights\"\nEmployee referral bonus program\nHow to Apply\nReady to join us? Apply online today! \nEqual Opportunity Employer\nClearGov is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, age, or any other protected characteristic. Hiring decisions are based solely on qualifications, merit, and business needs.","description_format":"text","description_chars":8334,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Government","Financial Software & Embedded Finance","Digital Government"],"lifecycle":[{"event":"open","at":"2026-10-21T20:01:20Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":37,"reasons":["conf:3","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":93000,"is_top_pay":true},"html_url":"https://alion.io/job/cleargov-customer-success-manager","json_url":"https://alion.io/job/cleargov-customer-success-manager.json","meta":{"generated_at":"2026-10-26T12:19:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16737,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1766593},"rest":"https://alion.io/mcp/rest/get_company?id=1766593"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcleargov-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcleargov-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcleargov-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cleargov-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcleargov-customer-success-manager"}]}