Customer Success & Adoption Lead

Authorium; Washington (District of Columbia); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Equity participation in a growing Gov?

In office (Washington DC)

Employer-funded medical, dental, and视视

401(k) with Profit Sharing Plan

Flexible PTO

Home office stipend

Commuter stipend

Job summary

Authorium, a GovTech SaaS company, is seeking a Customer Success Manager in the Washington, DC area. You will own adoption depth, master customer workflows, and translate customer needs into actionable product input. You will coordinate with Solutions, Implementation, Support, and Marketing to drive retention and growth.

You will be the bridge between customers, Product, and Revenue, ensuring steady adoption and measurable value from the platform.

Qualifications

• 1–3 years in a customer-facing role with substantive product depth — GovTech or B2B SaaS preferred but not required
• Scrappy and confident — you operate with high autonomy, you don’t wait to be told how to engage a customer, and you bring a point of view to the conversation
• A natural translator: equally comfortable explaining a customer’s technical usage and needs to a product team, and explaining a product roadmap to a non-technical customer leadership team
• Data forward — you can read a usage dashboard, build analyses, and use evidence to back up a recommendation
• Comfortable presenting — to customer executives, to internal product leadership, to mixed audiences. You can hold the room without overselling.
• A team player by default — you operate well alongside Account Managers, Solutions, Support, and Product, and you understand that no single function owns the customer alone
• Curious about how software products work and motivated to develop real product depth, without needing to be the one configuring it
• Self-aware about scope: you can go deep on the right things and resist the pull to disappear into every weed of every customer issue
• Startup-ready: comfortable with ambiguity, excited by building from scratch, and energized (not overwhelmed) by wearing multiple hats

Responsibilities

• Drive customers from implementation into active, measurable product usage with adoption plans
• Become expert in each customer’s workflows and surface friction points
• Serve as the structured voice of the customer to Product and Engineering
• Translate product roadmap into language non-technical leadership can use
• Coordinate with cross-functional teams on onboarding and adoption
• Work with Account Managers to cover the customer end-to-end
• Partner with Solutions and Implementation during onboarding handoffs
• Collaborate with Support, Training, and Marketing on case studies and references

Skills

Customer-facing

GovTech

Autonomy

Tech translation

Data-driven

Presenting

Team player

Startup mindset

Tools

Jira

Pendo

Claude

Miro

Notion

Teamwork

Job description

Authorium, a GovTech SaaS company, is seeking a Customer Success Manager in the Washington, DC area. You will own adoption depth, master customer workflows, and translate customer needs into actionable product input. You will coordinate with Solutions, Implementation, Support, and Marketing to drive retention and growth.

You will be the bridge between customers, Product, and Revenue, ensuring steady adoption and measurable value from the platform.