Government SaaS Customer Success Leader

Catalis, LLC; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision

Unlimited PTO

401(k) with match

Parental leave

HSA/FSA options

Career development

Job summary

Catalis, LLC is seeking a Customer Success Manager to own post-sale relationships with government customers, drive adoption, satisfaction, renewals, and account growth while partnering across internal teams. Travel is expected at roughly 30–50% to support strategic initiatives and ensure value realization.

The role emphasizes executive relationship management, data-driven planning, and risk mitigation to deliver exceptional customer outcomes and maximize value throughout the Catalis journey.

Qualifications

• Three+ years in customer success, account management, or a related customer-facing role.
• Experience leading account reviews, managing escalations, supporting renewals, and client meetings.
• Bachelor’s degree in business, marketing, communications, or equivalent.
• Strong analytical and business judgment; able to translate data into actionable plans.
• Ability to manage multiple customers and projects in a fast-paced environment.

Responsibilities

• Lead regular business reviews showing value and cover account status, support activity, product releases, adoption, and relevant new solutions.
• Develop and maintain strategic success plans aligning customer objectives with measurable outcomes.
• Coordinate renewal activities for non-renewing agreements, ensuring appropriate contracts are in place.
• Oversee and escalate billing and collections issues in partnership with 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.
• 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.

Skills

Customer success

Account management

SaaS knowledge

Analytical skills

Communication

Education

Bachelor's degree in business/related field

Job description

Catalis, LLC is seeking a Customer Success Manager to own post-sale relationships with government customers, drive adoption, satisfaction, renewals, and account growth while partnering across internal teams. Travel is expected at roughly 30–50% to support strategic initiatives and ensure value realization.

The role emphasizes executive relationship management, data-driven planning, and risk mitigation to deliver exceptional customer outcomes and maximize value throughout the Catalis journey.