Customer Success Manager

Title: Customer Success Manager Location: Calgary, Alberta, Canada; Toronto, Ontario, Canada; United States, Remote

About the Opportunity

ClearGov is seeking a structured, value-focused Customer Success Manager (CSM) to own the end-to-end health, value realization, retention, and upsell of a medium account portfolio of 100–150 customer accounts. Operating in a mid-touch to high-touch engagement model, you will balance personalized executive relationships with scalable operational efficiency.

As a trusted partner to government finance leaders and department heads, you will leverage process mapping, deep product knowledge, and technical integration understanding to mitigate churn, drive adoption through our Journey Model, and articulate clear ROI

Key Performance Indicators

• Retention & Growth: Net Retention Rate (NRR), Gross Retention Rate (GRR), Expansion (Upsell/Price Increase)
• Forecast Accuracy: Maintain accurate, predictable quarterly retention, churn risk, and expansion pipeline forecasting across your portfolio
• Stakeholder Engagement: Maintain multithreaded account coverage and executive engagement across your book, and ensure customers actively participate in the Journey Model

Key Responsibilities:

• Cadence & Milestone Execution: Lead monthly milestone based meetings (QBRs, EBRs, Partnership Reviews, Renewals), Admin/Technical Check-ins.
• Value Realization & Success Planning: Translate product capabilities and integration protocols into measurable business outcomes, shifting conversations from product mechanics to ROI. Build Success Plans for 100% of your portfolio.
• Revenue & Retention Forecasting: Deliver data-driven forecasts for renewals, downsell risks, and expansion opportunities; partner with CS Ops/RevOps on Salesforce stage exit criteria, rate increase workflows, and pipeline data integrity.
• Proactive Risk Management & Retention: Monitor account health signals to flag at-risk accounts early, driving structured, proactive risk mitigation plans that protect Gross and Net Retention (GRR/NRR).
• Commercial Expansion Strategy: Apply commercial acumen to identify product limits, usage spikes, module additions, and feature gaps; convert customer health signals into qualified expansion pipeline (SQLs) to achieve portfolio growth targets.
• Leadership & Health Reporting: Conduct quarterly Book of Business (BoB) readouts to CS Leadership detailing account pulse, risk mitigation strategies, and pipeline growth, alongside monthly health tracking updates.

Critical Skills/Experience:

• Experience: 3–5 years of hands-on experience in Customer Success, Account Management, or a client-facing role within a B2B SaaS environment; experience with GovTech or public-sector customers is a plus.
• Adaptability & Culture Fit: Thrives in ambiguous startup or post-merger environments; comfortable navigating evolving organizational structures, fluid processes, and rapid operational changes.
• Commercial Acumen & Expansion Expertise: Demonstrated commercial acumen with a track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR.
• Risk & Portfolio Management: Proven success managing 100+ accounts using structured, value-driven frameworks, proactive risk mitigation, and process mapping.
• AI & Operational Scalability: Demonstrated ability to leverage AI-driven tools, automation, and productivity workflows to scale customer engagement, eliminate administrative friction, and maintain high-touch quality across a mid-market portfolio.
• Forecasting & Revenue Acumen: Strong proficiency in retention and growth forecasting, SaaS metrics (NRR/GRR), and pipeline management in SFDC.
• Technical & Integration Acumen: Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows.
• Tooling & Ops Proficiency: Working knowledge of Salesforce (SFDC) for pipeline/opportunity management and CS platforms (ChurnZero, Gong) for forecast and health tracking.
• Executive Engagement: Skilled in multithreading accounts, articulating competitive differentiation, and leading executive ROI discussions.

Compensation:

• In the spirit of transparency, we are excited to share the base salary for this position is $87,000 - $93,000 USD or 100,000 - 110,000 CAD base and exclusive of fringe benefits or potential bonuses. In addition to the base salary there is a variable plan of 31,000 USD or 36,000 CAD. If you are hired at ClearGov, your final base salary compensation will be determined by factors such as skills, interview performance, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).