Customer Success Manager, PromisePay

promise; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Promise is seeking a Customer Success professional to own and grow strategic accounts in the U.S. You will be the primary contact for large clients using PromisePay, ensuring value delivery and proactive risk management.

You will collaborate with Product, Sales, Outreach, and Implementation teams to drive adoption, renewals, and expansion across agencies and utilities.

Qualifications

• 3+ years in customer success, account management, or delivery roles serving enterprise or public sector customers.
• Experience owning relationships where the customer could not simply churn quietly.
• Strategic and proactive hands-on approach with strong relationships; spot trends and issues before the client does.

Responsibilities

• Own the relationship with a portfolio of large accounts using PromisePay services.
• Drive adoption by monitoring usage and engagement and fix lag before renewal.
• Identify expansion opportunities and build business cases for Sales.
• Manage the handoff between Sales and Implementation.
• Collect and prioritize product feedback and route it to Product with context.
• Manage renewal risk and flag signals early to intervene.
• Lead regular business reviews with customer stakeholders and document actions.
• Document institutional knowledge to share across the company.

Skills

Account management

Customer success

Stakeholder management

Enterprise customers

Job description

Company Overview

Promise modernizes how government agencies and utilities support people in financial difficulty. We build technology that makes it simple for residents to receive benefits, engage with assistance programs, set up flexible payment plans, and stay on track-while helping agencies increase efficiency, recover revenue, and deliver services with dignity. Our mission is to transform public systems so they work better for everyone, especially the most vulnerable.

Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders. We work hard and believe deeply in what we do. We're looking for excellent people to build innovative, resilient technology.

Backed by over $50 million in funding from top investors - such as Reid Hoffman, Howard Schultz, Michael Seibel, Y Combinator, 8VC, The General Partnership, First Round Capital, Kapor Capital, XYZ Ventures, and Bronze Investments - Promise has been recognized as one of Fast Company's "World's Most Innovative Companies of 2022," "Forbes Next Billion-Dollar Startups 2024," and Y Combinator's #1 GovTech startup.

About the Role

You will be the person who knows what is actually happening with our accounts: where adoption is strong, where it is stalling, where the political winds are shifting, and where there is room to expand and upsell.

You will work directly with senior stakeholders inside utility companies, and municipal agencies, alongside our internal Product, Sales, Outreach, and Implementation teams. Your job is to make sure our customers get real value from Promise, and to make sure Promise never misses a signal that could turn into churn risk or expansion opportunity.

What you'll do

Own the relationship. Be the primary point of contact for a portfolio of large accounts, focusing specifically on those accounts utilizing Promise's PromisePay services. Know the people, the politics, and the pressures inside each agency better than anyone else at Promise. Directly manage requests from our clients, efficiently providing responses and solutions to their inquiries - no question or request is too big or too small for you to manage.

Drive adoption. Monitor usage and engagement across your accounts. Identify where adoption is lagging and build the plan to fix it before it becomes a renewal problem.

Spot and drive expansion. Flag opportunities where an account is ready for a larger footprint and more Promise services, whether that's more programs, more departments, or a broader contract. Build the business case and hand it to Sales to close, then stay in the room as the customer's advocate.

Manage the handoff, both ways. Take over account relationships from the Sales team as implementation happens and stabilizes. When an account expands into new commercial territory, new pricing, or a new deployment, partner with the Implementation team for that phase and pick it back up once things are live again.

Close the loop with Product. Collect and prioritize product feedback from customers and route it back to the Product team with context, not just a list of complaints. Help Product understand why something matters to a customer and what problem it would solve, not just what the feature request was.

Manage renewal risk. Proactively track account health and get ahead of risk signals. If something is not working, say so internally, early, and clearly. Recruit help so that we can intervene and fix things.

Represent Promise in the room. Run regular business reviews with customer stakeholders. Come prepared. Never walk in cold. Take notes and report out with clear tasks and timelines.

Feed the institutional knowledge base. What you learn in the field belongs to the whole company. Document it and share it so the next person does not have to relearn it.

What will help you succeed

3+ years in customer success, account management, or delivery roles serving enterprise or public sector customers - utilities, state or municipal agencies, health and human services, or similarly regulated buyers. You have owned relationships where the customer could not simply churn quietly, and where a bad quarter shows up in a public meeting.

Strategic and Proactive Hands-on Approach. You develop strong relationships. You spot trends and issues before the client does and ...

Experience owning account health ou