CATALIS · 8 hours ago
Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
2+ years expCatalis is a leading government Software as a Service (SaaS) and integrated payments provider, and they are seeking a Customer Success Manager to enhance customer experience and satisfaction. This role involves managing customer relationships, conducting account reviews, and identifying opportunities for customer growth and retention.
Computer Software
No H1B
U.S. Citizen Only
Responsibilities
Conduct account reviews (status, tickets, education on releases, highlighting new solutions etc.)
Execute (create and update) renewal contracts not automatically renewed and ensure contracts in place for all services and subscriptions in place
Oversee and escalate billing and collections issues
Customer satisfaction escalations (support, CSAT, expectation mismatch, executive sponsorship alignment)
Management of reference relationships, including maintaining a reference list
Retention risk identification and quantification
Creation and execution of retention remediation plans
Onboarding of new customers, including training recommendations and facilitation
Identify cross sell opportunities with key accounts
Account reviews in order to highlight new solutions
Qualification
Required
At least 2 years' experience as a Customer Success Manager, preferably at a SaaS or technology company
Track record of customer facing roles
Bachelor's degree in business, marketing, communications or a related field
Strong verbal and written communication and customer engagement skills
High agility and capability of managing many simultaneous customers, projects and engagements
Comfortable working across multiple departments/teams to achieve customer outcomes
Active team player, self-starter, and multitasker who can quickly adjust priorities
Because this position has access to criminal justice information, you must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check
Preferred
Software industry experience preferred/a plus
Benefits
Health, dental, vision insurance
Unlimited PTO (paid time off)
HSA and FSA options
401(k) plan with matching contributions
Paid parental leave
ABLE matching contributions for the disability community
Employer paid short term and long-term disability insurance and group term life insurance
Financial and legal assistance through our EAP (Employee Assistance Program)
Opportunities for professional development and career advancement
Company
CATALIS
Catalis is the transformational SaaS and integrated payments partner powering all levels and sizes of government – municipalities, counties, states, and federal agencies.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Brian Downs, MBA
Chief Financial Officer
Bill Brice
Chief Operating Officer
Company data provided by crunchbase