Customer Success · Full time
Customer Success Manager
Kennesaw, GA · Hybrid
A key customer-facing liaison responsible for building, retaining and nurturing enduring customer relationships. The CSM empowers our customers to be more proficient, independent and productive, maximizing the use of our payment platform and supporting products and services.
Responsibilities
Develop and retain strong relationships with new and existing customer accounts to ensure overall satisfaction with our payment platform and supporting products and services. Facilitate regularly scheduled customer status meetings and account health reviews with executive leadership. Document all customer interactions such as meeting minutes, new feature requests and reported issues. Ensure action items from regular status meetings are delivered in a timely manner. Proactively identify and escalate account risks to the appropriate stakeholders. Work closely with internal teams — product, IT, support and QA — to ensure timely delivery of customer commitments. Be the voice of the customer back to all relevant Government Window teams. Participate in new customer onboarding and go-live activities. Proactively manage customer agreements, SLAs, renewals, extensions and statements of work. Gather requirements and document scope for product enhancements that fall outside the existing scope of work.
Desired qualifications
3+ years of experience as a Customer Success Manager. Prior experience in a customer success role in government technology required. Experience in the government payments space desired. Experience working in a technical or software environment, including CRM tools such as Salesforce or HubSpot. Proven experience with SaaS-based solutions and managing multiple customer accounts. Experience fostering and managing relationships with executive leadership. Excellent written and verbal communication skills with technical and non-technical stakeholders.
How to apply
Send your résumé and a short note about why this role interests you to support@governmentwindow.com , with the role title in the subject line.
Note
Equal opportunity
Government Window is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristic protected by law.
Ready when you are
Not the right role, but interested?
Send a résumé and a note about what you'd want to work on. We read everything.
No cost to the agency · No long-term contract · Live in days or weeks