Customer Success Manager

Summary

SwiftComply is an award-winning technology company providing cloud-based software for local governments to manage water, wastewater, and stormwater compliance programs. The Customer Success Manager will manage a portfolio of customer relationships, drive retention and revenue growth, identify expansion and professional services opportunities, and collaborate cross-functionally to deliver successful outcomes.

Responsibilities

• Serve as the primary point of contact for your portfolio of accounts, fostering strong, long-term relationships
• Develop account plans that map each customer's regulatory programs and departments, pinpointing where SwiftComply can deliver additional value
• Cross-sell: Proactively uncover opportunities to expand customers into additional SwiftComply programs and introduce them to the Sales team for closure
• Upsell: Grow existing accounts through higher-tier packages, conversions from SaaS to Usage or added functionality and services within the programs customers already use
• Own the renewal process for your portfolio, securing on-time renewals and minimizing churn
• Build and maintain a healthy expansion pipeline in HubSpot, accurately forecasting renewal and expansion revenue
• Executive engagement: Build relationships beyond day-to-day users with senior stakeholders, such as utility directors, public works leadership, and city or county executives, to secure executive sponsorship and influence strategic and budget decisions
• Conduct regular account reviews with both operational and senior stakeholders to assess performance, align on goals, and uncover growth opportunities
• Act as a trusted advisor, understanding customer needs and delivering tailored solutions
• Identify opportunities to offer professional services, such as tailored training, managed services, or program optimizations, based on customer needs
• Collaborate with the Services Team to scope, price, and present service offerings to customers
• Facilitate the sales process for service projects and ensure a smooth handoff to the Services Team for execution
• Maintain oversight of active projects to ensure alignment with customer expectations and successful delivery
• Advocate for customer needs by gathering and sharing insights with internal teams, including product and support
• Identify opportunities for case studies and customer success stories to highlight the impact of SwiftComply solutions
• Ensure timely resolution of escalated issues, working closely with support and product teams
• Analyze account performance and identify trends, risks, and opportunities for improvement
• Maintain accurate records of customer interactions, renewal schedules, and account plans using tools like HubSpot and [Claude.ai](http://claude.ai)
• Build and maintain a healthy pipeline in HubSpot, accurately forecasting renewal and upsell revenue and tracking cross-sell opportunities sourced for Sales
• Contribute to internal discussions and workshops to refine customer success strategies
• Work closely with product, support, services, and marketing teams to align on customer objectives and ensure smooth implementation of initiatives
• Provide structured feedback to internal teams to inform product development and process improvements
• Participate in workshops to develop and refine account strategies, including health scores and account plans
• Document best practices, workflows, and customer insights to support team growth and knowledge sharing
• Leverage CRM and other tools to optimize account management activities

Skills

• Proven experience in account management, customer success, or a related role (3+ years), preferably in SaaS or compliance industries
• Strong interpersonal and communication skills, with the ability to build trust and rapport with customers and stakeholders
• Demonstrated ability to achieve revenue and retention targets through strategic account management
• Experience identifying and selling professional services and managing handoffs to delivery teams
• Analytical mindset with proficiency in using CRM tools like HubSpot for tracking and reporting
• Ability to manage multiple accounts and prioritize effectively in a fast-paced environment
• You must be a Citizen or Permanent Resident authorized to work in the US or Canada
• Experience working in GovTech or SaaS serving public-sector customers, such as municipalities, utilities, or government agencies
• Familiarity with water or wastewater compliance programs or similar regulatory industries
• Experience in developing and executing account strategies, including upsell and cross-sell opportunities
• Knowledge of customer health metrics and customer lifecycle management

Qualifications

Must Haves

• Proven experience in account management, customer success, or a related role (3+ years), preferably in SaaS or compliance industries
• Strong interpersonal and communication skills, with the ability to build trust and rapport with customers and stakeholders
• Demonstrated ability to achieve revenue and retention targets through strategic account management
• Experience identifying and selling professional services and managing handoffs to delivery teams
• Analytical mindset with proficiency in using CRM tools like HubSpot for tracking and reporting
• Ability to manage multiple accounts and prioritize effectively in a fast-paced environment
• you must be a Citizen or Permanent Resident authorized to work in the US or Canada

Nice to Haves

• Experience working in GovTech or SaaS serving public-sector customers, such as municipalities, utilities, or government agencies
• Familiarity with water or wastewater compliance programs or similar regulatory industries
• Experience in developing and executing account strategies, including upsell and cross-sell opportunities
• Knowledge of customer health metrics and customer lifecycle management

Benefits

• Medical, dental, and vision insurance with an FSA or HSA option
• Free life insurance plan
• 401(k) with pre-tax and Roth options and employer match
• Remote work with a US$1000 home office setup stipend
• Unlimited time-off policy, including vacation and wellness days
• Parental leave