[Hiring] Customer Success Manager @TrueComp

Role Description

The Customer Success Manager owns a book of 50-75 public agency accounts from the point a customer has produced real work in the platform through renewal. They are accountable for retention and adoption across that book.

Our customers are HR directors, finance directors, and the analysts who support them. Success in this role depends on being credible in those conversations, not just responsive to them.

• Manage roughly 15-20 named accounts on a set cadence.
• Cover the remainder of accounts through scheduled check-ins and usage-based triggers.
• Own the renewal conversation for every account from early positioning through signed agreement.
• Run a renewal calendar that starts 120 days out.
• Negotiate pricing and terms within approved authority.
• Manage purchase orders, fiscal year timing, contract amendments, and re-bid requirements.
• Forecast renewals accurately and identify risk early.
• Maintain an account health view for forecast reviews.
• Build working relationships with HR and finance leadership at each agency.
• Understand each customer's operating calendar and plan engagement around it.
• Run a consistent cadence with named accounts covering usage, budget cycles, and open issues.
• Own escalations end to end, involving support, product, or executive help as needed.
• Identify and qualify expansion opportunities and hand them to sales with context.
• Route customer feedback and feature requests into the roadmap process.
• Work alongside the Onboarding Specialist for a smooth transition of ownership.
• Share patterns observed across the book with the broader team.
• Track account activity, renewal forecasts, and escalations in Salesforce.
• Contribute to building the customer success playbook.

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.
• Working knowledge of public sector procurement.
• 3-5 years managing customer relationships with direct retention and renewal accountability.
• Demonstrated ability to manage a book of this size independently.
• Written communication clear and concise enough for an HR director.
• Preferred: Salesforce experience, prior work at a company under 100 employees, data literacy strong enough to read a usage report.

Requirements

• 3-5 years managing customer relationships with direct retention and renewal accountability.
• Demonstrated ability to manage a book of this size independently.
• Written communication clear and concise enough for an HR director.

Benefits

• Contribute to building the customer success playbook.