Customer Success Associate

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

The Opportunity

You’ll support a diverse portfolio of digital-first customers by monitoring their product health, guiding them toward early value, and ensuring renewals progress smoothly. You’ll address issues as they arise, maintain accurate account information, and share meaningful insights that help strengthen the overall customer experience.

This opportunity includes up to 10% of travel.

What you Will do

• Manage a large portfolio of high-velocity customers primarily using digital channels to drive adoption and retention Proactively monitor product usage and health indicators to identify risk, trigger outreach, and surface expansion opportunities
• Execute (create and update) renewal contracts not automatically renewed and ensure contracts in place for all services and subscriptions in place
• Deliver product guidance and best practice recommendations to help customers achieve value quickly
• Be the escalation point for time-sensitive customer issues impacting renewals or satisfaction
• Oversee and escalate billing and collections issues
• Maintain accurate customer data, activity notes, and health status to support revenue forecasting
• Identify common customer issues and feedback trends, sharing insights to improve product, processes, and self-serve resources

What you Will Need to Succeed

• Diploma in Business Administration or a related field, or equivalent professional experience
• 1-3 years of experience in customer-facing roles
• Familiarity with conflict resolution and de-escalation techniques
• Ability to take initiative and demonstrate strong self-management and ownership
• Commitment to contributing positively to the Customer Success Team and supporting evolving team needs
• Consistency in work habits and follow-through
• Strong attention to detail
• Curiosity and a willingness to learn

What we Offer

• A dynamic and supportive work environment in a mission driven organization
• Competitive salary and benefits package, including health, dental, vision insurance
• Unlimited PTO (paid time off)
• HSA and FSA options
• 401(k) plan with matching contributions
• Paid parental leave
• ABLE matching contributions for the disability community
• Employer paid short term and long-term disability insurance and group term life insurance
• Financial and legal assistance through our EAP (Employee Assistance Program)
• Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
• The chance to make a significant impact on the delivery of government services and the lives of citizens

EEO Statement

We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.