{"id":1697665,"url":"https://alion.io/job/truecomp-customer-success-manager","title":"Customer Success Manager","company":{"id":3861040,"name":"TrueComp","domain":"truecomp.com","url":"https://alion.io/company/truecomp","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-02T11:04:10Z","employer_posted_date":null,"last_verified_at":"2026-10-02T11:04:10Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Who We Are\n\nTrueComp partners with over 1,000 public sector agencies to modernize workforce planning, compensation, and benefits analysis. Its intuitive platform and expert consulting empower HR and finance leaders with transparency, efficiency, and equity to make smarter decisions in recruitment, retention, and budgeting. TrueComp provides instant and actionable insights to help government organizations attract top talent, optimize labor strategies, and achieve long-term fiscal sustainability. Dedicated to simplifying workforce challenges, TrueComp’s solutions enable data-driven decisions that improve organizational performance and drive meaningful outcomes. TrueComp was recognized among the Top 100 Government Services companies on the 2024 Inc. 5000.\n\nAbout the role\n\nThe Customer Success Manager owns a book of 50-75 public agency accounts from the point a customer has produced real work in the platform through renewal. They are accountable for retention and adoption across that book.\n\nOur customers are HR directors, finance directors, and the analysts who support them. They use TrueComp to price union proposals, build salary schedules, and defend numbers in front of elected officials. Success in this role depends on being credible in those conversations, not just responsive to them.\n\nRoughly 15-20 accounts are named accounts managed on a set cadence. The remainder are covered through scheduled check-ins and usage-based triggers. Every account renews annually and the Customer Success Manager owns that conversation start to finish.\n\nThis role reports to the Chief Operations Officer and works closely with sales, support, and product.\n\nWhat you'll do\n\nRetention and Renewal\n\nOwn the renewal conversation for every account in your book, from early positioning through signed agreement.\n\nRun a renewal calendar that starts 120 days out, not 30. In public sector, the paperwork takes longer than the decision.\n\nNegotiate pricing and terms within your approved authority, and bring anything outside that band to the COO with a recommendation.\n\nManage the mechanics — purchase orders, fiscal year timing, contract amendments, and re-bid requirements where they apply.\n\nForecast renewals accurately and identify risk early enough to change the outcome.\n\nMaintain an account health view you can defend in a forecast review.\n\nCustomer Relationships\n\nBuild working relationships with HR and finance leadership at each agency, not just your day-to-day contact.\n\nUnderstand each customer's operating calendar — budget adoption, bargaining cycles, council meetings — and plan engagement around it.\n\nRun a consistent cadence with named accounts covering usage, upcoming budget and negotiation cycles, and open issues.\n\nOwn escalations end to end, pulling in support, product, or executive help when the situation calls for it.\n\nIdentify and qualify expansion opportunities across additional modules, added agencies, and consulting engagements, and hand them to sales with the context needed to run them.\n\nCollaboration and Product Input\n\nRoute customer feedback and feature requests into the roadmap process with enough context and evidence for product and engineering to act.\n\nWork alongside the Onboarding Specialist from kickoff forward so the transition to your ownership is a handoff, not a reintroduction.\n\nShare patterns you see across your book with the broader team — recurring friction, competitive pressure, emerging use cases.\n\nProcess and Tools\n\nTrack account activity, renewal forecasts, and escalations in Salesforce and keep records current.\n\nContribute to building the customer success playbook. We are a 30-person company and you will help define process, not just follow it.\n\nQualifications\n\nDirect experience inside or alongside public sector HR or finance. That may be working at an agency, or working with agency HR and finance teams in a vendor, consulting, or advisory capacity.\n\nWorking knowledge of compensation benchmarking, labor costing, or actuarial analysis. You do not need to be an actuary. You do need to hold your own in a conversation with a compensation analyst.\n\nDirect ownership of renewal outcomes in a prior role, including pricing conversations and negotiation.\n\nWorking knowledge of public sector procurement — purchase orders, fiscal year cycles, contract amendments, and when a renewal becomes a competitive re-bid.\n\n3-5 years managing customer relationships with direct retention and renewal accountability. SaaS experience preferred, not required.\n\nDemonstrated ability to manage a book of this size independently, prioritizing across accounts without close supervision.\n\nWritten communication clear and concise enough that an HR director will actually read it.\n\nPreferred: Salesforce experience, prior work at a company under 100 employees, data literacy strong enough to read a usage report and know what it means.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":4908,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Government"],"lifecycle":[{"event":"open","at":"2026-10-02T12:34:16Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":41,"reasons":["seen:3","win:early"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/truecomp-customer-success-manager","json_url":"https://alion.io/job/truecomp-customer-success-manager.json","meta":{"generated_at":"2026-10-07T02:29:09Z","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","counted_by":"address","units_charged":1,"used_today":4191,"day_limit":5000,"remaining_today":809,"minute_limit":60,"resets_at":"2026-10-08T00:00:00Z"}},"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":3861040},"rest":"https://alion.io/mcp/rest/get_company?id=3861040"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftruecomp-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%2Ftruecomp-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%2Ftruecomp-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/truecomp-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftruecomp-customer-success-manager"}]}