Client Success Manager (Eastern or Central US Time Zone)

About the position

We’re looking for a Client Success Manager (CSM) with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The CSM will be charged with actively supporting the needs and requests of ClearGov’s civic and school district clients. The Client Success Manager will take ownership of ensuring that clients are maximizing the value they’re realizing from ClearGov as well as driving renewals of annual subscriptions. The CSM will be a key player on an incredible team as we execute our mission to help local governments take the next step from good to great.

Responsibilities

• Proactively manage a portfolio of ~125 municipal clients to deliver continuous value
• Advise clients on best practices for all products in the Budget Cycle Management suite
• Consistently demonstrate knowledge of municipal finance best practices and stay up to date on requirements in the states you work with
• Build strong client relationships by maintaining a high level of engagement, adoption, and communication
• Conduct annual account performance planning and reviews with each client in your portfolio
• Work closely with other members of the ClearGov team to fulfill client requests
• Successfully renew annual client subscriptions and uncover cross-sell opportunities for members of the Sales team
• Secure references, testimonials, and case studies
• Keep internal systems current by logging communications, updating fields, and entering notes
• Communicate client feedback to ClearGov product development regarding enhancements and usability improvements
• Collaborate on process & system modifications to improve team success and enable growth

Requirements

• 3 to 5 years of experience in customer service or a customer success position is strongly preferred
• Exceptional ability to build strong client relationships by maintaining a high level of engagement, adoption, and communication
• Proven ability to manage a portfolio of 100-125 clients of varying sizes, product mix, and budget cycles
• Proficiency in mastering the features and functionality of multiple SaaS applications
• Deep understanding of client concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Must be able to organize, prioritize, and execute short-term and long-term tasks with attention to detail and timing
• Google Suite, ChurnZero, and Salesforce experience preferred
• Experience working with local governments and school districts is a definite plus

Nice-to-haves

• Self-motivated, self-starter with a zeal to win
• Great communicator; strong oral and written skills
• Ability to think creatively and innovatively
• Hands-on problem solver who enjoys cracking difficult nuts
• Quick study – able to pick up and apply new concepts in a hurry
• Track record of achievement
• Enjoys working on and helping to build outstanding teams
• Demonstrates an entrepreneurial spirit and gets stuff done
• A sense of humor and don’t take themselves too seriously

Benefits

• Competitive Salary
• Equity Package
• Quality Medical, Dental, and Vision Insurance Plans
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Short and Long Term Disability Insurance
• Life Insurance
• 401K Plan with Match
• Flexible Personal Time Off Policy
• 3 Floating Holidays (in addition to 10 Holidays Observed)
• 2 Volunteer Days Off
• Parental Leave
• Employee Referral Bonus
• Annual All Hands In-Person Event