Customer Success Manager

Job Opportunity At Catalis

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

The Opportunity

This role is pivotal in shaping and delivering an exceptional customer experience, ensuring customer satisfaction, solutions that meet our customers' needs and fostering long-term loyalty. This role manages relationships by communicating regularly with our customers, presenting areas of opportunity and growth, and ensuring a successful continued partnership with them.

What You Will Do

Customer Retention:

• Conduct account reviews (status, tickets, education on releases, highlighting new solutions etc.)
• Customer satisfaction escalations (support, CSAT, expectation mismatch, executive sponsorship alignment)
• Management of reference relationships, including maintaining a reference list
• Retention risk identification and quantification
• Creation and execution of retention remediation plans
• Onboarding of new customers, including training recommendations and facilitation
• Execute (create and update) renewal contracts not automatically renewed and ensure contracts in place for all services and subscriptions in place
• Oversee and escalate billing and collections issues

Customer Growth:

• Identify cross sell opportunities with key accounts
• Account reviews in order to highlight new solutions

What You Will Need To Succeed

• At least 2 years' experience as a customer service manager, preferably at a SaaS or technology company
• Track record of customer facing roles
• Bachelor's degree in business, marketing, communications or a related field
• Strong verbal and written communication and customer engagement skills
• High agility and capability of managing many simultaneous customers, projects and engagements
• Comfortable working across multiple departments/teams to achieve customer outcomes
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Software industry experience preferred/a plus.
• Travel up to 50%

What We Offer

• A dynamic and supportive work environment in a mission driven organization
• Competitive salary and benefits package, including health, dental, vision insurance
• Unlimited PTO (paid time off)
• HSA and FSA options
• 401(k) plan with matching contributions
• Paid parental leave
• ABLE matching contributions for the disability community
• Employer paid short term and long-term disability insurance and group term life insurance
• Financial and legal assistance through our EAP (Employee Assistance Program)
• Opportunities for professional development and career advancement
• The chance to make a significant impact on the delivery of government services and the lives of citizens.

EEO Statement

We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.