Note: The job is a remote job and is open to candidates in USA. ClearGov is seeking a Customer Success Manager to own the health, value realization, retention, and upsell of a portfolio of 100–150 customer accounts. The role partners with government finance leaders and department heads to drive adoption, demonstrate ROI, manage account risks, and forecast renewals and expansion.
Responsibilities
- Cadence & Milestone Execution: Lead monthly milestone based meetings (QBRs, EBRs, Partnership Reviews, Renewals), Admin/Technical Check-ins
- Value Realization & Success Planning: Translate product capabilities and integration protocols into measurable business outcomes, shifting conversations from product mechanics to ROI. Build Success Plans for 100% of your portfolio
- Revenue & Retention Forecasting: Deliver data-driven forecasts for renewals, downsell risks, and expansion opportunities; partner with CS Ops/RevOps on Salesforce stage exit criteria, rate increase workflows, and pipeline data integrity
- Proactive Risk Management & Retention: Monitor account health signals to flag at-risk accounts early, driving structured, proactive risk mitigation plans that protect Gross and Net Retention (GRR/NRR)
- Commercial Expansion Strategy: Apply commercial acumen to identify product limits, usage spikes, module additions, and feature gaps; convert customer health signals into qualified expansion pipeline (SQLs) to achieve portfolio growth targets
- Leadership & Health Reporting: Conduct quarterly Book of Business (BoB) readouts to CS Leadership detailing account pulse, risk mitigation strategies, and pipeline growth, alongside monthly health tracking updates
Skills
- You take ownership and follow through
- You communicate clearly and effectively
- You're comfortable solving problems and figuring things out
- You learn quickly and adapt as things change
- You care about the team, not just your own work
- You bring a sense of humor and perspective to what you do
- 3–5 years of hands-on experience in Customer Success, Account Management, or a client-facing role within a B2B SaaS environment
- Thrives in ambiguous startup or post-merger environments; comfortable navigating evolving organizational structures, fluid processes, and rapid operational changes
- Demonstrated commercial acumen with a track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR
- Proven success managing 100+ accounts using structured, value-driven frameworks, proactive risk mitigation, and process mapping
- Demonstrated ability to leverage AI-driven tools, automation, and productivity workflows to scale customer engagement, eliminate administrative friction, and maintain high-touch quality across a mid-market portfolio
- Strong proficiency in retention and growth forecasting, SaaS metrics (NRR/GRR), and pipeline management in SFDC
- Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows
- Working knowledge of Salesforce (SFDC) for pipeline/opportunity management and CS platforms (ChurnZero, Gong) for forecast and health tracking
- Skilled in multithreading accounts, articulating competitive differentiation, and leading executive ROI discussions
- Experience with GovTech or public-sector customers
Benefits
- Remote and flexible work environment
- Variable plan of 31,000 USD or 36,000 CAD
- Medical, dental & vision insurance
- FSA, HSA, and/or Dependent Care FSA (US)
- Life + AD&D insurance, plus short-term and long-term disability insurance (US)
- Life + disability insurance (Canada)
- 401(k) (US) / RRSP (Canada) with 3.5% match
- 10 company holidays
- 3 wellness days
- Paid vacation time off
- Sick and safe time off
- Paid parental leave
- Paid bereavement leave
- Paid jury duty + civic service leave
- Employee assistance program
- 2 summer days + annual end-of-year "Dimming of the Lights"
- Employee referral bonus program
Company Overview