Customer Success Manager

Who We Are

Catalis is a leading provider of government Software as a Service (SaaS) and integrated payment solutions, supporting operations at the municipal, county, state, and federal levels. Our technology helps government agencies streamline processes, improve efficiency, and deliver simpler, faster, and more accessible services to the public.

The Opportunity

The Customer Success Manager owns the post-sale customer relationship, helping government customers achieve measurable value from Catalis solutions. This role drives product adoption, customer satisfaction, retention, renewals, and account growth while serving as the customer’s primary advocate across internal teams. This role serves as a trusted advisor to customers, proactively identifying risks, aligning solutions to business objectives, and ensuring customers achieve measurable outcomes throughout their Catalis journey. The ideal candidate combines executive relationship management, strategic account planning, data-driven decision making, and proactive risk mitigation to deliver exceptional customer experiences and maximize customer value.

Travel: This role requires approximately 30–50% travel.

What You Will Do

Customer Retention and Advocacy

• Lead regular business reviews that demonstrate customer value and cover account status, support activity, product releases, adoption, and relevant new solutions.
• Develop and maintain strategic success plans that align customer objectives with measurable business outcomes.
• Coordinate renewal activities for agreements that do not renew automatically, ensuring appropriate contracts are in place for all services and subscriptions.
• Oversee and escalate billing and collections issues in partnership with the appropriate internal teams.
• Manage customer escalations involving support, expectations, executive sponsorship, or overall service experience.
• Build relationships with executives, operational leaders, and key stakeholders to understand customer priorities and initiatives.
• Develop customer reference relationships and maintain accurate CRM records of reference activity.
• Identify and quantify retention risk by monitoring account health, product usage, survey results, and support trends.
• Create and execute remediation plans for at-risk accounts.
• Coordinate onboarding for new customers, including training recommendations and facilitation.

Customer Adoption and Growth

• Identify cross-sell opportunities within assigned accounts based on customer needs and strategic priorities
• Advocate for customers across Catalis, escalating concerns before they affect satisfaction or retention
• Partner with sales, product, implementation, support, and other internal teams to deliver coordinated customer outcomes.