Customer Success Manager

Customer Success Manager (Hybrid)

BS&A Software, a leading software organization, is dedicated to providing cutting-edge solutions to local governments and utility districts. We are currently seeking a dynamic and highly motivated Customer Success Manager to join our team and contribute to our high level of customer service.

Position Overview: We are seeking a proactive, customer-focused Customer Success Manager to ensure our customers achieve success on our Cloud platform. This is a hands-on role requiring deep knowledge and expertise in both customer business processes and BS&A Products. This role will partner with:

• New Cloud Customers — including large new implementations, upgrades from our on-premise solution, and customers from recent acquisitions — to ensure smooth onboarding, drive adoption, and deliver measurable early value on our Cloud platform.
• Tenured Cloud Customers — including large accounts and those at risk (Yellow/Red) — to ensure timely resolution of challenges and maintain strong satisfaction.

The CSM serves as each customer's dedicated advocate, aligning their needs with our resources to deliver an exceptional experience. Success will be measured by customer adoption, early value realization, satisfaction, and improved NPS scores.

Key Responsibilities:

• Post-Go-Live Engagement: Serve as the main point of contact for designated customers as they go-live on our Cloud product, ensuring a seamless onboarding and ramp up experience.
• Adoption & Value Realization: Work closely with customers to understand their objectives, monitor progress, and provide guidance to maximize platform adoption and usage.
• Customer Advocacy: Act as the voice of the customer internally, escalating issues and coordinating with Support, Product, and Implementation teams to ensure timely resolution.
• Proactive Guidance: Provide best practices, training recommendations, and resources tailored to their specific needs to help customers achieve early wins.
• Success Planning: Develop and maintain a success plan for each customer, documenting key goals, timelines, and milestones.
• Health Monitoring: Track customer sentiment and engagement, proactively addressing risks to satisfaction or adoption.
• NPS Improvement Focus: Partner with leadership and team members across departments to implement initiatives aimed at improving NPS and overall customer sentiment.
• Collaboration: Work cross-functionally with Account Management, Product Management, Professional Services, and Support teams to align customer outcomes with organizational objectives.

Success Metrics:

• High NPS for assigned customers
• 100% Customer Retention
• Timely resolution of escalated situations
• Reduction of recurring first year customer concerns through cross-departmental collaboration
• Increased number of customers willing to serve as references and promoters

Qualifications:

• 3+ years in Account Management, Product Management, Professional Services, or Support, ideally in the SaaS or GovTech industry.
• Experience working with local governments and navigating complex organizational structures.
• Strong knowledge of customer business processes.
• Deep subject matter expertise with BS&A Software Products.
• Strong relationship management, communication, time management, and presentation skills.
• Ability to manage multiple high-profile accounts simultaneously.
• Problem-solving mindset with a customer-first approach.
• Organized and detail oriented.
• Familiarity with customer health metrics, NPS, and onboarding best practices.
• Understanding of local government workflows, compliance requirements, and public sector technology adoption is a plus.
• Working knowledge of BS&A's.Net and Cloud local government software solutions.
• Proficiency with Salesforce.

At BS&A, we love our team members and offer a highly competitive compensation and benefit package. Our benefit package includes:

• Competitive Pay
• Health Insurance – BCBS of Michigan – Employer-paid premium
• Health Savings Plan – Employer contributes 75%
• Dental Insurance – Employer-paid premium
• Vision Insurance – Employer-paid premium
• Retirement – 401(k) – Employer-paid
• Retirement – 401(k) – Discretionary Employer match of 50% of team member contribution
• Paid Parental Leave
• Disability Insurance – Employer-paid premium
• Life Insurance – Employer-paid premium
• Generous PTO and Holiday Time
• Company-sponsored events

BS&A uses E-Verify as part of the I-9 process to verify the work eligibility of all new hires. BS&A provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. The BS&A complies with applicable state and local laws governing non-discrimination in employment in every location in which BS&A has facilities.