Customer Success Manager

Gravity; Canada; Remote; CAD 109,000 - 152,000; Full time

Job summary

A leading technology company is seeking a Customer Success Manager to act as a trusted partner for government clients. The role involves building relationships, ensuring successful onboarding, and collaborating internally to enhance customer experience. Ideal candidates will have 4+ years in Customer Success, strong communication skills, and a bachelor's degree in a relevant field. This position can be remote in the West - Central USA region.

Qualifications

• 4+ years of experience in Customer Success, Account Management, or Consulting.
• Strong understanding of government operations, procurement, or digital transformation.
• Proven ability to build long-term relationships with clients.
• Excellent communication and presentation skills.
• Experience managing a portfolio of accounts.
• Strategic thinker with a proactive mindset.
• Bachelor’s degree in business, Finance, Public Administration, or equivalent experience.

Responsibilities

• Own the post-implementation relationship with government clients.
• Drive successful onboarding, training, and adoption of the platform.
• Build trusted relationships with stakeholders.
• Proactively identify opportunities for customers.
• Monitor customer health and track key metrics.
• Provide feedback to Product and Engineering teams.

Job description

About Gravity

Gravity is the platform public agencies use to manage budgeting, automate financial reporting, and meet compliance with confidence. From Annual Comprehensive Financial Reports (ACFR) to Budget Books to GASB disclosures, we give teams the tools to move faster, work smarter, and build public trust.

About the role

As a Customer Success Manager, you’ll be the trusted partner for our government clients, ensuring they achieve their goals with our solutions. You will guide agencies through onboarding, adoption, and long-term success—building relationships that turn our clients into champions. You’ll act as the voice of the customer internally, collaborating across product, engineering, and support teams to deliver value and continuously improve their experience.

Please note ideally this role is remote (USA) West - Central States.

What you\'ll do

• Own the post-implementation relationship with a portfolio of government clients, serving as their primary point of contact.
• Drive successful onboarding, training, and adoption of our platform across agency teams.
• Build trusted relationships with stakeholders at all levels, from project managers to executive sponsors.
• Proactively identify opportunities for customers to extract greater value from our solutions.
• Monitor customer health, track key metrics, and take action to mitigate risks of churn.
• Partner with Product and Engineering teams to provide feedback and influence the roadmap based on customer needs.
• Collaborate with Sales on upsell and expansion opportunities by demonstrating ROI to agencies.
• Facilitate regular business reviews with customers to highlight outcomes and ensure alignment with their strategic objectives.
• Advocate for best practices in digital transformation within government organizations.

What you\'ll bring

• 4+ years of experience in Customer Success, Account Management, or Consulting (GovTech, SaaS, or Public Sector experience highly preferred).
• Strong understanding of government operations, procurement, or digital transformation initiatives is a plus.
• Proven ability to build long-term, trusted relationships with clients.
• Excellent communication and presentation skills, with the ability to simplify complex concepts.
• Experience managing a portfolio of accounts with varying levels of complexity.
• Strategic thinker with a proactive, problem-solving mindset.
• Comfortable working in a fast-paced, high-growth environment.
• Bachelor’s degree in business, Finance, Public Administration, or a related field (or equivalent experience).

About you

• You’re passionate about helping customers achieve success and delivering measurable impact.
• You thrive in building relationships, earning trust, and guiding stakeholders through change.
• You’re a proactive problem-solver who anticipates challenges before they arise.
• You communicate with clarity and empathy, tailoring your message for technical and non-technical audiences.
• You’re adaptable and energized by working in a high-growth environment where priorities evolve quickly.
• You care deeply about modernizing government and believe technology can drive meaningful change for communities.