Customer Success Manager

Reports to: Manager of Customer Support

Location: 100% Remote

Compensation: $110,000 - $130,000 Base salary commensurate with experience 

About the Role

The Customer Success Manager (CSM) is responsible for owning the ongoing support relationship with a portfolio of key customers, with a focus on driving long-term satisfaction, retention, and growth. This role serves as the primary point of contact for support performance, ensuring customers receive consistent, high-quality service aligned to contractual service level agreements (SLAs). This role serves as the primary point of contact for assigned accounts, ensuring customers achieve outcomes that demonstrate the value of the Evoke platform while meeting contractual service level agreements (SLAs).

The CSM works closely with the Manager of Customer Support to proactively identify risks, coordinate issue resolution, and strengthen long-term customer partnerships. This role is highly customer-facing and requires a blend of relationship management, data-driven reporting, and cross-functional collaboration. This role proactively monitors customer health, tracks NPS and SLA performance, and identifies opportunities to expand the value SA delivers to each account.

• Serve as the primary relationship owner for assigned customer accounts from a support and service perspective
• Conduct recurring customer meetings to review SLA performance, support trends, and improvement opportunities
• Prepare and present SLA scorecards, ticket metrics, and service health reports
• Act as the customer advocate internally, escalating and coordinating resolution of high-impact issues
• Partner with the Manager of Customer Support to address recurring issues and service gaps
• Identify risks to customer satisfaction and retention and proactively drive mitigation plans
• Support contract renewals and expansion conversations by demonstrating service value and performance
• Proactively identify upsell and cross-sell opportunities within assigned accounts; partner with Sales to advance expansion conversations and drive revenue growth
• Track and improve Net Promoter Score (NPS) for assigned accounts; conduct regular check-ins to gather customer sentiment and close feedback loops
• Contribute to continuous improvement of customer success processes, tools, and reporting standards
• Monitor and manage service level agreements (SLAs), response times, backlog, and customer satisfaction metrics for assigned customers
• Ensure consistent, high-quality customer communication and issue resolution
• Develop and refine support processes, playbooks, and knowledge base content
• Partner with Product and Engineering to identify trends, root causes, and product improvement opportunities
• Other duties as assigned

Knowledge, Skills, and Abilities 

• Strong customer relationship management and executive communication skills
• Ability to analyze support data and translate it into actionable insights for customers and internal teams
• Experience managing escalations and navigating complex stakeholder environments
• Strong organizational skills with the ability to manage multiple accounts and priorities
• Collaborative mindset with a focus on long-term partnership and value delivery
• High level of professionalism, empathy, and customer advocacy
• Ability to thrive in a fast-paced SaaS environment with competing priorities
• Experience tracking and improving NPS or other customer satisfaction metrics

 Required

• 3+ years of experience in customer success or client services roles
• Experience working with enterprise or government customers
• Demonstrated experience preparing and presenting SLA or performance reports
• Strong communication and stakeholder management skills

Preferred

• Experience in a SaaS and/or GovTech environment
• Familiarity with ticketing systems, CRM platforms, and support analytics tools
• Experience partnering with technical support and service delivery teams
• Customer Success certification (Gainsight, CCSM, or similar)

About the Company

System Automation (SA) is a software vendor focused on providing systems that support government regulatory management operations.

Founded in the District of Columbia in 1968 and originally contracted to develop and support the US Army recruiting system (contract held for 42 years), SA has since become an industry leader in designing, developing, implementing, and maintaining comprehensive information management applications for government regulatory agencies across the country. Our licensure experience began in 1994, providing the Maryland State Licensing Board with a solution, and has since evolved to support many regulatory needs, including licensing, permitting, enforcement, inspections, investigations, case management, online payments, public verification, robust reporting, online self-service for applicants and license seekers, and paperless regulatory operations.

For nearly three decades, SA has built a solid track record of demonstrable success, delivering SaaS licensure and compliance solutions to government regulatory agencies. SA is currently supporting state government agencies, licensing boards, and other regulatory operations in 20 states for nearly 800 different professions, occupations, and industries.

With SA’s current launch of Evoke, the only cloud-native, low-code application platform (LCAP) purposely designed for regulatory management, infusing SA’s decades of professional licensing expertise, it’s an exciting time for growth!

At System Automation, we are focused on making people’s lives in the cloud easier through innovative products built by passionate employees. We are looking to add talented, motivated people to our team to help achieve this mission through the engineering, support, and delivery of our revolutionary Evoke Platform.