Strategic Government SaaS Customer Success Manager

Catalis, LLC; Edmonton; Hybrid; CAD 90,000 - 125,000; Full time

Job summary

Catalis, LLC is a leading provider of government Software as a Service (SaaS) and integrated payment solutions, supporting operations at municipal, county, state, and federal levels. Our 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

Qualifications

• Three years of experience in customer success, account management, or related role.
• Bachelor’s degree in business, marketing, communications, or related field, or equivalent experience.
• Strong analytical and business judgment, with ability to interpret data and translate insights into actions.
• Proven ability to manage multiple customers and priorities in a fast-paced environment.
• Strong written and verbal communication and relationship-building skills.

Responsibilities

• 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 and ensure contracts are in place for all services.
• Oversee and escalate billing and collections issues in partnership with internal teams.
• Manage customer escalations involving support, expectations, executive sponsorship, or overall service experience.
• Build relationships with executives and stakeholders to understand customer priorities and initiatives.
• Develop customer reference relationships and maintain CRM records of reference activity.
• Identify retention risks by monitoring account health and usage; create remediation plans for at-risk accounts.
• Coordinate onboarding for new customers, including training recommendations.

Skills

Account management

SaaS

Executive communication

Analytical thinking

Project coordination

Education

Bachelor’s degree in business/marketing/communications or related field

Tools

CRM software

Job description

Catalis, LLC is a leading provider of government Software as a Service (SaaS) and integrated payment solutions, supporting operations at municipal, county, state, and federal levels. Our 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