Customer Success Manager

Role Overview

The Customer Success Manager owns the post-sale customer relationship, helping government 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.

What You Will Do

The Customer Success Manager will lead regular business reviews, develop strategic success plans, coordinate renewal activities, oversee billing and collections, manage customer escalations, build relationships with executives and stakeholders, and identify and quantify retention risk.

Why It Might Be a Fit

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.

Requirements

• At least three 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.

Tagged as: Data Analysis