Public Sector CSM: Retention & Renewals Leader

TrueComp; United States; On-site; USD 85,000 - 120,000; Full time

Job summary

TrueComp, a leader in government workforce analytics, seeks a Customer Success Manager to own a portfolio of public sector accounts through renewal and expansion. You’ll collaborate with HR and finance leaders to defend budgeted figures, price unions, and optimize labor strategies within approved authority.

You’ll manage 15–20 named accounts, align with onboarding, and drive adoption across modules, ensuring annual renewals and data-driven outcomes across government agencies.

Qualifications

• Direct experience inside or alongside public sector HR or finance.
• Working knowledge of compensation benchmarking, labor costing, or actuarial analysis.
• Direct ownership of renewal outcomes in a prior role, including pricing conversations and negotiation.
• Working knowledge of public sector procurement - purchase orders, fiscal year cycles, contract amendments, and when a renewal becomes a competitive re-bid.
• 3-5 years managing customer relationships with direct retention and renewal accountability. SaaS experience preferred, not required.
• Demonstrated ability to manage a book of this size independently, prioritizing across accounts without close supervision.
• Written communication clear and concise enough that an HR director will actually read it.
• Preferred: Salesforce experience, prior work at a company under 100 employees, data literacy strong enough to read a usage report and know what it means.

Responsibilities

• Own the renewal conversation for every account in your book, from early positioning through signed agreement.
• Run a renewal calendar that starts 120 days out, not 30. In public sector, the paperwork takes longer than the decision.
• Negotiate pricing and terms within your approved authority, and bring anything outside that band to the COO with a recommendation.
• Manage the mechanics - purchase orders, fiscal year timing, contract amendments, and re-bid requirements where they apply.
• Forecast renewals accurately and identify risk early enough to change the outcome.
• Maintain an account health view you can defend in a forecast review.
• Build working relationships with HR and finance leadership at each agency, not just your day-to-day contact.
• Understand each customer's operating calendar - budget adoption, bargaining cycles, council meetings - and plan engagement around it.
• Run a consistent cadence with named accounts covering usage, upcoming budget and negotiation cycles, and open issues.
• Own escalations end to end, pulling in support, product, or executive help when the situation calls for it.
• Identify and qualify expansion opportunities across additional modules, added agencies, and consulting engagements, and hand them to sales with the context needed to run them.
• Route customer feedback and feature requests into the roadmap process with enough context and evidence for product and engineering to act.
• Work alongside the Onboarding Specialist from kickoff forward so the transition to your ownership is a handoff, not a reintroduction.
• Share patterns you see across your book with the broader team - recurring friction, competitive pressure, emerging use cases.
• Track account activity, renewal forecasts, and escalations in Salesforce and keep records current.
• Contribute to building the customer success playbook. We are a 30-person company and you will help define process, not just follow it.

Skills

Public sector HR/finance experience

Compensation benchmarking

Labor costing

Actuarial analysis

Renewal ownership

SaaS experience

Written communication

Salesforce experience

Data literacy

Job description

TrueComp, a leader in government workforce analytics, seeks a Customer Success Manager to own a portfolio of public sector accounts through renewal and expansion. You’ll collaborate with HR and finance leaders to defend budgeted figures, price unions, and optimize labor strategies within approved authority.

You’ll manage 15–20 named accounts, align with onboarding, and drive adoption across modules, ensuring annual renewals and data-driven outcomes across government agencies.