Manager, Customer Success

About The Role & You

The Manager, Customer Success will lead the day-to-day functions and performance of a team of Customer Success Managers (CSMs) to ensure each team member achieves KPIs and goals for their named portfolios. The Manager, Customer Success builds scalable processes to and develops customer journeys that foster adoption, satisfaction, retention and contributes to Net ARR.

What You Will Do

• Lead and mentor a team of Customer Success Managers, fostering a high-performance culture.
• Monitor and own key metrics, including churn, renewal rates, and customer health scores.
• Collaborate with Sales to align and influence expansion opportunities.
• Collaborate with Product teams to relay customer feedback and influence the product roadmap.
• Design and implement processes to scale customer success operations efficiently.
• Leverage data and analytics to predict customer needs and mitigate risks.
• Initially own a portfolio of a limited number of named accounts.

Skills and Experience

Professional Qualifications

• 5+ years of experience in customer success, account management, or a related field in a SaaS environment.
• 2+ years of experience managing or leading a team.
• Proven track record of driving customer retention and expansion in a B2B or B2G SaaS setting.
• Analytical skills with experience using CRM (e.g. Salesforce) and Customer Success platforms (e.g. Gainsight, Churnzero)
• Exceptional communication and leadership skills with the ability to influence cross-functional teams.
• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
• Ability to thrive in a fast-paced, dynamic environment.

Personal Qualifications

• Experience with GovTech SaaS products.
• Familiarity with subscription-based business models and metrics like ARR,
• Comfortable working with remote or distributed teams.

Compensation

This role pays a market-competitive base salary and is eligible to participate in the company's annual bonus plan.

You may also be eligible for our equity incentive program that awards high-performing employees on an annual basis. These option grants are awarded at the CEO's discretion to acknowledge employees who have made significant contributions to achieving our goals.

Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
• Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan for employees, covering up to 100% of your premiums or up to $800 monthly for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
• $1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee’s Health Savings Account (HSA).
• Pre-tax 401k: The company provides access to make pre-tax contributions to a 401k program.

Company Culture

Our offices are based out of Raleigh Founded in the Glenwood South neighborhood of Downtown Raleigh. We're fortunate to be surrounded by fellow social entrepreneurs and high-growth companies. Glenwood South contains a multitude of restaurants, bars, unique shops and art galleries.

The Legal Bits

PublicInput is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law.

As a condition of employment, you are required to sign and comply with an Employee Confidential Information Invention Assignment Agreement that requires, among other provisions, the assignment of rights to any invention made during your employment at the Company, and non-disclosure of Company proprietary information.

All company offers are contingent upon the completion of a criminal background check. Your employment is at-will and either you or we may terminate your employment at any time, with or without notice.

Diversity, Equity, and Inclusion

PublicInput celebrates all people and is committed to working actively towards equity and accessibility for everyone. 

We believe society is strongest when everyone is listened to, respected, valued, and able to contribute to the decision-making process, regardless of race, sex, ethnicity, national origin, religious faith, disability status, sexual orientation, or gender identity.

We seek talented individuals whose skills and experiences can help us transform the way government and communities work together.

We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all areas of our company.