Customer Success Manager

Customer Success Manager

We are hiring a Customer Success Manager who is outcomes-driven, organized, and energized by helping customers get measurable value from a product.

You will develop a deep understanding of each customer's workflows, usage patterns, and operational needs, paired with an equally deep understanding of how Authorium works under the hood: translating customer technical usage and needs into structured input for Product, and translating product roadmap and capabilities into language non-technical customer leadership can act on.

You will carry a portfolio of customer accounts and be accountable for adoption metrics, understanding user experience, customer health indicators, potential expansion signals, and ultimately be measured by retention outcomes. You will be the connective tissue between our customers, our product organization, and our revenue team.

What You'll Own

Adoption Depth: Drive customers from implementation into active, measurable, durable product usage. Build adoption plans grounded in each customer's actual workflows, not generic playbooks. Track usage signals and intervene with substance when adoption stalls.

User Experience & Customer Workflow Mastery: Become a true expert in how each customer uses Authorium day to day the people, the processes, the friction points, the workarounds. Surface the user-experience reality that account-level metrics alone won't show.

Product Liaison: Serve as the structured voice of the customer to Product and Engineering. Translate raw customer feedback into prioritized, contextualized product input that helps shape roadmap decisions and improves user experience to solidify adoption and growth.

Customer Translation: Translate the product roadmap, new capabilities, and platform direction into language non-technical customer leadership can use. Help customer stakeholders understand what's coming, what it means for their work, and how to plan for it.

Customer Accounts Team Member: Operate as a peer alongside commercial Account Managers, sharing context, surfacing signals, and coordinating on customer strategy. You bring the adoption and product lens; together with the AM team, you cover the customer end to end.

Cross-Functional Coordination: Partner with Solutions and Implementation during onboarding handoffs. Coordinate with Support and Training on customer issues that touch enablement or adoption. Work with Marketing on case studies and references where adoption stories warrant it.

What Success Looks Like

First 30 Days: Onboarded onto core product usage patterns, product and customer metrics, and learning the customer portfolio and business cases. Actively shadowing current team calls and contributing to debriefs. Developing a clear picture of each account's workflows, stakeholders, and adoption status.

First 90 Days: Preparing and leading customer engagement motions in collaboration with other team members. Forming initial customer adoption plans and documentation for every account. Reviewing and evaluating key customer health indicators on a regular (weekly) basis. Contributing to cross-functional customer health internal scrums, and proactively supporting proactive engagement motions.

First 6 Months: Established a picture of overall customer portfolio adoption, health, and retention path (risk, opportunities). Coordinating closely with Sales, Support, Delivery, Product to influence plans around broader customer adoption patterns. Ongoing contributions to process development.

What We're Looking For

• 13 years in a customer-facing role with substantive product depth CSM, solutions consulting, technical account management, implementation, or product-adjacent client services. GovTech or B2B SaaS preferred but not required

• Scrappy and confident you operate with high autonomy, you don't wait to be told how to engage a customer, and you bring a point of view to the conversation

• A natural translator: equally comfortable explaining a customer's technical usage and needs to a product team, and explaining a product roadmap to a non-technical customer leadership team

• Data forward you can read a usage dashboard, build analyses, and use evidence to back up a recommendation

• Comfortable presenting to customer executives, to internal product leadership, to mixed audiences. You can hold the room without overselling.

• A team player by default you operate well alongside Account Managers, Solutions, Support, and Product, and you understand that no single function owns the customer alone

• Curious about how software products work and motivated to develop real product depth, without needing to be the one configuring it

• Self-aware about scope: you can go deep on the right things and resist the pull to disappear into every weed of every customer issue

• Startup-ready: comfortable with ambiguity, excited by building from scratch, and energized (not overwhelmed) by wearing multiple hats

Bonus Points

• Experience / knowledge of government, procurement, grants, or compliance-adjacent industries

• Familiarity with tools like Jira, Pendo, Claude, Miro, Notion, Teamwork

• Based in the Washington DC metro area with interest in regular in-person customer collaboration

What We Offer

• $70,000 - $95,000 competitive base salary with variable compensation tied to customer outcomes (including retention and product usage)

• Equity participation in a growing GovTech company

• In office (Washington DC)

• 100% employer-funded medical, dental, and vision insurance

• 401(k) with Profit Sharing Plan

• Flexible PTO

• $500 home office stipend

• Commuter stipend