Customer Success Manager

Catalis Payments, LLC; United States; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Unlimited paid time off

401(k) plan with employer matching

Parental leave

Disability insurance

Employee Assistance Program

Professional development

Job summary

Catalis Payments, LLC is seeking a results-driven Customer Success Manager to own post-sale relationships with government SaaS customers. You will drive product adoption, satisfaction, renewals, and account growth while acting as the customer’s advocate across internal teams.

Travel is approximately 30–50% of the time, and you will collaborate with sales, product, implementation, and support to ensure measurable outcomes.

Qualifications

• At least three years in customer success or related role.
• Experience leading account reviews and renewals.
• Bachelor’s degree in business, marketing, communications, or related field, or equivalent experience.
• Strong analytical and business judgment with data interpretation for insights and action.
• Ability to manage multiple customers and priorities in a fast-paced environment.
• Highly organized with disciplined documentation practices.

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 aligning objectives with measurable outcomes.
• Coordinate renewal activities for non-auto-renew contracts and ensure proper contracts for all services.
• Oversee billing and collections issues with internal teams as needed.
• Manage customer escalations involving support, expectations, sponsorship, or service quality.
• Build relationships with executives and stakeholders to understand priorities and initiatives.
• Develop customer reference relationships and maintain CRM reference activity.
• Identify retention risk by monitoring health, product usage, survey results, and support trends.
• Create remediation plans for at-risk accounts.
• Coordinate onboarding for new customers with training recommendations.

Skills

Customer Success

Account Management

Renewals

Cross-sell

Education

Bachelor's degree in business/marketing/communications

Tools

CRM software

Job description

The Opportunity

Catalis is a leading provider of government Software as a Service (SaaS) and integrated payment solutions, supporting operations at the municipal, county, state, and federal levels. Our technology helps government agencies streamline processes, improve efficiency, and deliver simpler, faster, and more accessible services to the public.

The 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 teams. This role serves as a trusted advisor to customers, proactively identifying risks, aligning solutions to business objectives, and ensuring customers achieve measurable outcomes throughout their Catalis journey. The ideal candidate combines executive relationship management, strategic account planning, data-driven decision making, and proactive risk mitigation to deliver exceptional customer experiences and maximize customer value.

Travel: This role requires approximately 30–50% travel.

What You Will Do

Customer Retention and Advocacy

• 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, ensuring appropriate contracts are in place for all services and subscriptions.
• Oversee and elevate billing and collections issues in partnership with the appropriate internal teams.
• Manage customer escalations involving support, expectations, executive sponsorship, or overall service experience.
• Build relationships with executives, operational leaders, and key stakeholders to understand customer priorities and initiatives.
• Develop customer reference relationships and maintain accurate CRM records of reference activity.
• Identify and quantify retention risk by monitoring account health, product usage, survey results, and support trends.
• Create and execute remediation plans for at-risk accounts.
• Coordinate onboarding for new customers, including training recommendations and facilitation.

Customer Adoption and Growth

• Identify cross-sell opportunities within assigned accounts based on customer needs and strategic priorities
• Advocate for customers across Catalis, escalating concerns before they affect satisfaction or retention
• Partner with sales, product, implementation, support, and other internal teams to deliver coordinated customer outcomes.

What You Will Need to Succeed

• At least three years of experience in customer success, account management, or a related customer-facing role, preferably within a SaaS or technology company.
• Demonstrated experience leading account reviews, managing escalations, supporting renewals, and representing an organization in customer meetings or industry events.
• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience.
• Strong analytical and business judgment, with the ability to interpret customer, product, and account data; identify trends and risks; and translate insights into practical recommendations and action plans.
• Proven ability to manage multiple customers, projects, and competing priorities with flexibility, sound judgment, and consistent follow-through in a fast-paced, changing environment.
• Highly organized and detail-oriented, with disciplined documentation practices that keep plans, decisions, risks, commitments, and next steps accurate, current, and accessible.
• Strong written and verbal communication, presentation, and customer engagement skills, with the ability to build credible, trusted relationships across executive, operational, and internal teams.
• Collaborative, self-motivated, and able to influence outcomes across departments without direct authority.
• Experience in the software industry is preferred.

What We Offer

• A dynamic, supportive work environment within a mission-driven organization.
• A competitive salary and benefits package, including medical, dental, and vision insurance.
• Unlimited paid time off.
• Health Savings Account and Flexible Spending Account options.
• A 401(k) plan with employer matching contributions.
• Paid parental leave.
• ABLE account matching contributions for members of the disability community.
• Employer-paid short-term and long-term disability insurance and group term life insurance.
• Financial and legal assistance through the Employee Assistance Program.
• Professional development and career advancement opportunities.
• The opportunity to make a meaningful impact on government service delivery and the communities we serve.

Catalis is an equal opportunity employer committed to fostering an inclusive workplace. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, national origin, age, disability, sex, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.