Customer Success Manager

Catalis-Courts-; United States; On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Unlimited PTO

401(k) plan with matching

Parental leave

HSA and FSA options

EAP and professional development

Employer-paid disability insurance

Job summary

Catalis is seeking a Customer Success/Account Management professional to own complex client relationships and drive retention in a multi-tenant SaaS environment. You will navigate legacy challenges, build trust, and guide customers toward modern SaaS solutions while coordinating with cross-functional teams.

This role emphasizes relationship-building, problem solving, and independent decision-making, with up to 35% travel for on-site meetings and CJIS background requirements.

Qualifications

• 2+ years in Customer Success, Account Management, or a customer-facing role in SaaS or complex B2B.
• Proven ability to manage unhappy or at-risk customers and rebuild trust.
• High tolerance for ambiguity and change.
• Strong relationship-building and communication skills.
• Willingness to travel up to 35% for on-site meetings.
• CJIS training and FBI background check capability.

Responsibilities

• Own a portfolio of complex customer relationships and act as the primary accountability for the overall experience.
• Manage escalations related to support, billing, invoicing, and legacy system limitations across teams.
• Identify retention risks and take proactive steps to stabilize accounts.
• Lead account conversations focused on clarity, progress, and next steps in ambiguous environments.
• Guide customers from legacy on-premise solutions toward modern SaaS offerings.
• Collaborate with Support, Product, Finance, Sales, and Engineering to move issues forward.
• Support onboarding, renewals, and ongoing engagement to ensure continuity of service.

Skills

Customer Success

Account Management

Relationship-building

Communication

Problem-solving

Independent work

Education

Bachelor's degree in business or related field

Tools

CRM software

Job description

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

The Opportunity

This role is for builders, fixers, and change makers—not caretakers of pristine accounts. If you are energized by complexity, motivated by turnaround stories, and comfortable leading customers through change, you will thrive here.

You will work with customers at varying stages of maturity, some of whom are navigating operational challenges related to legacy technology, historical service experiences, and process gaps. Your mission is to stabilize relationships, rebuild confidence, and help customers progress toward more modern, scalable solutions.

Success in this role requires resilience, creativity, and the ability to think on your feet. You will frequently operate without a playbook, navigating ambiguity while guiding customers from legacy, on-premise solutions toward modern SaaS offerings. This role is equal parts relationship builder, problem solver, translator, and change leader.

What You Will Do

Customer Retention & Relationship Management

• Own a portfolio of complex customer relationships and serve as the primary point of accountability for the overall experience
• Manage escalations related to support, billing, invoicing, and legacy system limitations, partnering across teams to drive resolution
• Identify retention risks and take proactive steps to stabilize accounts and rebuild confidence
• Lead account conversations focused on clarity, progress, and next steps even in ambiguous or under-documented environments

Customer Growth & Modernization

• Build trusted relationships with customer stakeholders through consistency, transparency, and follow-through
• Guide customers from legacy, on-premise solutions toward modern SaaS offerings
• Identify and advance expansion and upsell opportunities aligned to customer needs and platform strategy
• Operate independently and make sound decisions with incomplete information
• Collaborate cross-functionally with Support, Product, Finance, Sales, and Engineering to move customer issues forward
• Support onboarding, renewals, and ongoing engagement to ensure continuity of service

Requirements

What you Will Need to Succeed

• 2+ years of experience in Customer Success, Account Management, or a customer-facing role within SaaS, technology, or complex B2B environments
• Demonstrated ability to manage unhappy or at-risk customers and rebuild trust
• High tolerance for ambiguity
• Strong relationship-building skills, including the confidence to have difficult conversations
• Exceptional problem-solving instincts and the ability to juggle multiple priorities simultaneously
• Comfort operating independently
• Persistence and an optimistic mindset even in challenging situations
• Strong verbal and written communication skills
• Bachelor’s degree in business, communications, or a related field (or equivalent experience)
• Travel up to 35%, primarily for on-site customer meetings, relationship rebuilding, and strategic engagements
• Because this position has access to criminal justice information, you must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check.

What We Offer

• A dynamic and supportive work environment in a mission driven organization
• Competitive salary and benefits package, including health, dental, vision insurance
• Unlimited PTO (paid time off)
• HSA and FSA options
• 401(k) plan with matching contributions
• Paid parental leave
• ABLE matching contributions for the disability community
• Employer paid short term and long-term disability insurance and group term life insurance
• Financial and legal assistance through our EAP (Employee Assistance Program)
• Opportunities for professional development and career advancement
• The chance to make a significant impact on the delivery of government services and the lives of citizens.

EEO Statement

We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.