Customer Success Manager

About the role

• The Customer Success Manager owns a book of 50-75 public agency accounts from the point a customer has produced real work in the platform through renewal. They are accountable for retention and adoption across that book.
• Our customers are HR directors, finance directors, and the analysts who support them. They use TrueComp to price union proposals, build salary schedules, and defend numbers in front of elected officials. Success in this role depends on being credible in those conversations, not just responsive to them.
• Roughly 15-20 accounts are named accounts managed on a set cadence. The remainder are covered through scheduled check-ins and usage-based triggers. Every account renews annually and the Customer Success Manager owns that conversation start to finish.
• This role reports to the Chief Operations Officer and works closely with sales, support, and product.

What you'll do

Retention and Renewal

• Own the renewal conversation for every account in your book, from early positioning through signed agreement.
• Run a renewal calendar that starts 120 days out, not 30. In public sector, the paperwork takes longer than the decision.
• Negotiate pricing and terms within your approved authority, and bring anything outside that band to the COO with a recommendation.
• Manage the mechanics — purchase orders, fiscal year timing, contract amendments, and re-bid requirements where they apply.
• Forecast renewals accurately and identify risk early enough to change the outcome.
• Maintain an account health view you can defend in a forecast review.

Customer Relationships

• Build working relationships with HR and finance leadership at each agency, not just your day-to-day contact.
• Understand each customer's operating calendar — budget adoption, bargaining cycles, council meetings — and plan engagement around it.
• Run a consistent cadence with named accounts covering usage, upcoming budget and negotiation cycles, and open issues.
• Own escalations end to end, pulling in support, product, or executive help when the situation calls for it.
• Identify and qualify expansion opportunities across additional modules, added agencies, and consulting engagements, and hand them to sales with the context needed to run them.

Collaboration and Product Input

• Route customer feedback and feature requests into the roadmap process with enough context and evidence for product and engineering to act.
• Work alongside the Onboarding Specialist from kickoff forward so the transition to your ownership is a handoff, not a reintroduction.
• Share patterns you see across your book with the broader team — recurring friction, competitive pressure, emerging use cases.

Process and Tools

• Track account activity, renewal forecasts, and escalations in Salesforce and keep records current.
• Contribute to building the customer success playbook. We are a 30-person company and you will help define process, not just follow it.

Qualifications

• Direct experience inside or alongside public sector HR or finance. That may be working at an agency, or working with agency HR and finance teams in a vendor, consulting, or advisory capacity.
• Working knowledge of compensation benchmarking, labor costing, or actuarial analysis. You do not need to be an actuary. You do need to hold your own in a conversation with a compensation analyst.
• Direct ownership of renewal outcomes in a prior role, including pricing conversations and negotiation.
• Working knowledge of public sector procurement — purchase orders, fiscal year cycles, contract amendments, and when a renewal becomes a competitive re-bid.
• 3-5 years managing customer relationships with direct retention and renewal accountability. SaaS experience preferred, not required.
• Demonstrated ability to manage a book of this size independently, prioritizing across accounts without close supervision.
• Written communication clear and concise enough that an HR director will actually read it.
• Preferred: Salesforce experience, prior work at a company under 100 employees, data literacy strong enough to read a usage report and know what it means.