The Customer Success Manager will manage key customer relationships, drive product expansion, and maintain account health using CRM. They will serve as the customer advocate internally and work with cross-functional teams to enhance customer success outcomes.
Job Summary:
About the RoleWe are looking for a driven, relationship-focused Customer Success Manager to join our growing team. This is a foundational role, and you will have a direct impact on how we scale our customer success function.
You will own a portfolio of strategic accounts in the Courts vertical, serving as the primary relationship owner for some of our highest-value customers. You will work closely with Product, Sales, Support, and Implementation teams to ensure customers are realizing value, expanding their use of our platform, and staying with us for the long term.
This is a high-visibility role with real autonomy. If you are energized by scaling a department, working in a complex domain, and being the person customers trust most — this is the opportunity for you.
Job Description:
What You'll Do
Own strategic customer relationships You will serve as the named CSM for a portfolio of key (Case Management Software) accounts, building deep relationships with administrators, end users, and executive stakeholders. You will run regular touchpoints, quarterly business reviews, and success planning sessions to keep customers aligned, engaged, and growing.
Drive expansion and growth of our solutions You will proactively identify opportunities for customers to expand their use of our products — whether through additional features, modules, or seats — and work closely with Sales to move those opportunities forward.
Manage customer health in a CRM You will maintain accurate, up-to-date account data, act on automated health alerts and trigger plays, and use the platform to stay ahead of risk and opportunity across your book of business and beyond.
Serve as the voice of the customer internally You will bring customer feedback, feature requests, and sentiment into product and leadership conversations. You will help shape how we build, prioritize, and communicate with customers.
What We're Looking For
- At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role
- Experience managing complex, multi-stakeholder accounts in a B2B SaaS or technology environment
- Proven ability to learn new complex software
- Track record of driving retention and expansion revenue
- Strong facilitation and communication skills — comfortable leading cross-functional calls and executive conversations
- Familiarity with customer success platforms (ChurnZero experience a strong plus)
- Highly organized, proactive, and comfortable operating with ambiguity
- Ability to travel up to 30% for on-site customer visits and QBRs
Preferred
- Experience in the criminal justice, courts, corrections, or public sector technology space or similar “case management” type software systems (healthcare, clinical)
- Assisting in enhancing a Customer Success team rollout
- Familiarity with implementation or professional services environments
Why Join Us
- Your work will directly shape how this function scales
- You will work with a mission-driven team serving the courts and criminal justice system
- Competitive compensation, benefits, and the opportunity to grow as the team scales
- Collaborative culture with strong cross-functional support from Product, Sales, and Leadership
Worker Type:
RegularNumber of Openings Available:
1Similar Jobs
Big Data • Cloud • Fintech • Professional Services • Software
Serve as primary contact for strategic mortgage customers—onboard, drive adoption, manage renewals, and support upsells. Monitor KPIs and customer health, troubleshoot API issues, escalate complex support cases, and build repeatable success processes to reduce churn and scale retention.
Top Skills:
Ai ToolsAPIsLoan Origination SystemsPoint-Of-Sale
Artificial Intelligence • Cloud • Enterprise Web • Information Technology • Software • Analytics • Business Intelligence
Manage customer onboarding, drive product adoption, monitor health metrics, support retention and renewals, identify expansion opportunities, gather customer feedback for product teams, and maintain accurate records and success plans in Salesforce to ensure measurable business outcomes.
Top Skills:
Ai LlmsGrooveHubspotMicrosoft Office SuiteSalesforce
.png)
Big Data • Healthtech • HR Tech • Machine Learning • Software • Telehealth • Big Data Analytics
Manage a high-volume small-market book (50-75 accounts, ≤250 lives) to drive engagement, satisfaction, and retention. Own day-to-day client and broker relationships, track KPIs, execute engagement plans, manage concurrent projects, triage issues cross-functionally, lead client meetings and presentations, and travel up to 20% for in-person sessions.
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
