Customer Success Manager

Forerunner Inc.; New York (NY); Hybrid; USD 105,000 - 125,000; Full time

Benefits offered by this job

Health/vision/dental coverage

401k plan

Lunch reimbursement

Wellness stipend

Job summary

Forerunner Inc. is seeking a Customer Success Manager to own the ongoing success of a portfolio from onboarding through renewal. You will ensure each account realizes value from Forerunner’s public-sector and GovTech solutions and grows into a durable partnership.

You’ll work at the intersection of relationship management, product adoption, and account growth, partnering with Sales, Product, and Engineering to keep outcomes on track and drive expansion where possible.

Qualifications

• 4-6 years of professional experience in customer success, account management, or client services
• Experience serving government agencies or regulated industries is beneficial
• Excellent, empathetic communicator with strong relationship skills
• Detail-oriented and able to work in a growing team environment

Responsibilities

• Own the ongoing success of a full book of business from onboarding through renewal
• Drive customer health, retention, and measurable value realization
• Lead product adoption via in-app onboarding and ongoing learning
• Identify and pursue expansion opportunities within accounts
• Collaborate with Sales, Product, and Engineering to inform roadmaps and share customer feedback

Job description

At Forerunner, we’re building AI-powered geospatial tools that modernize how governments work. Our platform helps local agencies manage critical workflows, improve accuracy, and protect their communities in the face of rising hazards.

If you’re motivated by purpose, complexity, and impact, you’ll feel at home here.

Take part in work that directly impacts community safety.

We foster a workplace that values both autonomy and teamwork.

Help craft high-quality, user-centric software solutions.

Growth opportunities.

Join in a rapidly expanding industry.

Our values

How we work matters as much as what we build.

Open roles

Join us in building

the modern infrastructure of public service.

Explore open roles or sign up for job alerts to hear about new opportunities.

Customer Success Manager

Location

Portland, ME; NYC; San Francisco, CA

Employment Type

Full time

Location Type

Hybrid

Department

Customer Success

Stronger, more resilient communities are built by the people inside government and regulated industries who keep critical infrastructure running. But they're working against real headwinds: fragmented data, field crews without the right tools, and high-stakes decisions made without a complete picture.

Forerunner exists to fix that. We build intelligent software that connects the systems these agencies and firms already rely on, fills the gaps those systems can't, and turns fragmented information into decisions and actions that reduce liability, surface revenue, and prevent small problems from becoming emergencies.

About the role

As a Customer Success Manager, you will own the ongoing success of a full book of business — from onboarding through renewal — ensuring every account realizes measurable value from Forerunner and grows into a durable, trusted partnership. You'll work at the intersection of relationship management, product adoption, and account growth, partnering with Sales, Product, and Engineering to keep outcomes on track.

What you'll do

Customer Health & Retention

Serve as a trusted advisor to your accounts, understanding their workflows and goals well enough to guide them toward renewal.

Own customer health across your portfolio, using data and regular check-ins to catch risk early and keep accounts moving toward measurable outcomes.

Guide customers through public-sector and regulated-industry decision cycles with patience and clear communication.

Product Adoption

Partner with the Deployment Specialist to take a clean handoff at go-live and carry momentum into the ongoing success phase.

Drive adoption through user communications, customized in-app onboarding, and continued learning so customers get full value from their investment.

Configure customer environments and settings as needs evolve, using both the product front end and Forerunner's internal tools.

Account Growth

Identify and pursue expansion opportunities — upsells, add-ons, and cross-sells — within your accounts.

Partner with Sales and leadership to build the case for expansion and drive it to close.

Cross-Functional Partnership

Share customer feedback, ideas, and concerns with Product and Engineering to inform the roadmap.

Evangelize customer success stories across your accounts to help build the broader Forerunner community.

Team Building

Contribute to the ongoing development of CS policy, process, and playbooks as an early member of a growing team.

What we're looking for

4-6 years of professional experience in customer success, account management, or client services, with a track record of managing end-to-end renewals and proactively uncovering expansion opportunities within a portfolio.

Experience serving government agencies or regulated industries — GovTech, floodplain management or flood insurance, GIS/mapping, or public-sector project management are all relevant backgrounds, though not required.

Comfortable managing complex, public-sector relationships and decision cycles; experience partnering with government clients or supporting complex public-sector workflows is a plus.

An excellent, empathetic communicator — you're often a customer's first point of contact, and building trust matters in our space.

Detail-oriented and committed to quality, with genuine enthusiasm for creating customer value.

Comfortable with a high degree of ambiguity — able to prioritize independently and take on responsibility as the team grows.

Experience supporting SaaS software is preferred but not required.

You’ll thrive in this role if you...

Believe in delivering measurable outcomes to customers, not just checking off tasks.

Enjoy being a trusted point of contact and building long-term relationships.

Are comfortable balancing day-to-day account management with longer-term account strategy.

Our team has a lot to offer.

Forerunner is an early-stage company with an interdisciplinary team. We are motivated by seemingly intractable problems and work hard to support one another.

We're mission-driven. Our mission orients our business strategy and pushes us to work with a sense of urgency. We're in the weeds — our entire team spends time engaging with our partners in the field to better understand the real-world problems they face.

We're a small team. As a member of our growing team, you will quickly become an invaluable part of our organization and have a meaningful impact on our business and technical direction. We welcome unique perspectives and backgrounds. Your opinion matters and we hope you'll share it.

We build each other up. A team works best when its members are equipped with the tools to tackle the problems they're facing. Forerunner strives to provide meaningful feedback and learning opportunities to help all our team members grow.

We value in-person collaboration. Some of our best work happens when we're solving problems together in the same room, so this role is hybrid and based near one of our offices: New York City, San Francisco, or Portland, Maine.

We want you to be happy and healthy.

• Forerunner offers competitive compensation, health/vision/dental coverage, a 401k plan, and one expensed lunch per week.
• We also have a quarterly wellness reimbursement so you can define what "health" means to you.

The salary range for this position is $105,000-$125,000 with an OTE of $125,000-$145,000. This posting may span more than one career level. Compensation is determined based on a variety of factors, including an individual's skills, experience, and qualifications.

Forerunner is an equal opportunity employer committed to embracing diversity and the perspectives of individuals from all backgrounds.