Customer Success Manager

About the Opportunity Join the team as a Customer Success Manager to make a real impact every day. The organization knows that every conversation, every interface designed, and every new feature shipped is another opportunity to elevate everyday life experiences for customers and the people and communities they serve. The company is seeking a relationship-focused Customer Success Manager to help customers achieve measurable business outcomes using its software. This role is responsible for driving customer retention, product adoption, customer health, and long-term account growth through strategic relationship management and proactive customer engagement. Working with an assigned portfolio of customers, the Customer Success Manager builds trusted relationships, understands each customer’s business goals, identifies risks and opportunities, and partners across the organization to deliver an exceptional customer experience. Serving as the primary strategic contact after implementation, the Customer Success Manager helps customers maximize the value of the company’s solutions while supporting long-term business success. Key Responsibilities Manage a portfolio of strategic and enterprise customer accounts, serving as the primary strategic contact throughout the customer lifecycle. Build trusted relationships with executive and operational stakeholders while developing a deep understanding of each customer’s business goals and success measures. Conduct Quarterly Business Reviews (QBRs), success planning sessions, and regular business reviews. Monitor customer health, engagement, satisfaction, and product adoption, proactively identifying risks and coordinating action plans to support retention. Drive adoption of the company’s products, services, and best practices that improve customer outcomes and operational efficiency. Recommend solutions, training, product capabilities, and service offerings aligned with customer goals. Partner with Product Management, Support, Professional Services, Sales, and other internal teams to resolve issues, advocate for customer needs, and improve the overall customer experience. Translate customer feedback into actionable product enhancements and business insights. Identify opportunities for additional products, services, and training that create customer value, partnering with Sales on renewal and expansion opportunities. Maintain accurate customer information, activities, and account health within CRM. Measures of Success Success in this role is demonstrated through: Customer retention and renewal readiness. Customer health, satisfaction, and product adoption. Strong executive relationships. Qualified account growth opportunities. Effective cross-functional collaboration. Working Arrangements Fully Remote in the United States of America: This position can be worked fully remote, provided the individual has eligible working rights in the United States and does not require sponsorship. Qualifications What would make me a good candidate? The organization is looking for curious and empathetic people. It also values candidates who are motivated by meaningful work, resonate with core values, have a positive outlook, are comfortable with ambiguity, and thrive working in an ever-evolving and complex environment. The company is inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high, and put people first in everything they do. You’ll need: Demonstrated ability to build trusted customer relationships. Excellent communication, organizational, and time-management skills. Strong problem-solving, active listening, and critical thinking abilities. Ability to communicate effectively with technical and non-technical audiences. Experience managing multiple customer relationships and competing priorities. 3+ years of relevant experience. Experience using Salesforce or a comparable CRM. Commitment to delivering an exceptional customer experience. It would be great if you also have: Experience in Customer Success, Account Management, Client Services, Consulting, or another customer-facing role. Experience supporting customer retention, renewals, product adoption, or account growth. Experience working with parks and recreation organizations, municipalities, higher education, military organizations, or similar customer environments. Bachelor’s degree or equivalent professional experience. Knowledge of specific company applications. Core Competencies Customer Success & Retention Strategic Relationship Management Business Acumen Customer Advocacy Communication Problem Solving Cross-functional Collaboration Accountability & Execution The organization believes that the best innovation and ideas happen at the intersections of differences - people of diverse cultures, generations, disciplines, and lived experiences. Therefore, even if an individual does not tick all the boxes, they are encouraged to apply. Values and Life at the Company The company’s five core values guide interactions from hiring and recognition to customer engagement: Find a better way Do the right thing Say it straight Win together Own the outcome Individuals who find these values appealing and describe people they want to work with will thrive. As part of the team, individuals will be part of a global network of talented colleagues who will support their success. The company looks for commonalities and shared passions and provides people with the tools they need to deliver great work and grow at speed.