Customer Success Manager II

TL;DR

Customer Success Manager II (SaaS/GovTech): Own and manage a portfolio of ~80 customers, ensuring high adoption, retention, and expansion with an accent on strategic lifecycle management and commercial outcomes. Focus on risk mitigation, renewal cycles, executive business reviews, and internal advocacy for product improvements.

Location: On-site in Boston, MA, US

Salary: $80,000–$90,000 (base plus variable compensation)

Company

Leader in AI and ERP solutions for local and state governments in the U.S., serving over 2,000 public sector organizations with asset management, procurement, budgeting, and more.

What you will do

• Own end-to-end customer lifecycle, acting as proactive partner for success.
• Identify at-risk accounts using data insights and execute retention plans.
• Manage full renewal cycles, maintain high NRR, and spot expansion opportunities.
• Conduct executive business reviews to align solutions with customer goals.
• Advocate for customer needs to Product and Engineering teams.
• Contribute to playbooks for churn prevention and onboarding efficiency.

Requirements

• Minimum 1.5+ years in Customer Success or Account Management in SaaS, with quota or retention targets.
• Experience managing 50+ accounts, balancing automation and personal outreach.
• Commercial acumen for budgets, renewals, and objection handling.
• Analytical skills to turn health scores and usage data into action plans.
• Resilience in problem-solving and turning frustrated customers into advocates.

Nice to have

• Experience with local/state government (GovTech).

Culture & Benefits

• Performance-based culture with promotion from within and recognition for impact.
• Comprehensive healthcare, 401(k) match, HSA contributions, paid parental leave.
• Flexible vacation, paid holidays, wellness stipends, professional development.
• Collaborative offices with catered lunches; fast-paced, mission-driven environment.
• Global team of 800+ across San Francisco HQ and offices in Atlanta, Boston, etc.