Customer Success Manager

Summary

TrueComp partners with over 1,000 public sector agencies to modernize workforce planning, compensation, and benefits analysis. The Customer Success Manager owns a portfolio of public agency accounts, driving retention, renewals, adoption, and expansion while partnering closely with HR and finance leaders and collaborating across sales, support, product, and operations.

Responsibilities

• 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
• Roughly 15-20 accounts are named accounts managed on a set cadence
• The remainder are covered through scheduled check-ins and usage-based triggers
• Every account renews annually and the Customer Success Manager owns that conversation start to finish
• This role reports to the Chief Operations Officer and works closely with sales, support, and product
• Own the renewal conversation for every account in your book, from early positioning through signed agreement
• Run a renewal calendar that starts 120 days out, not 30
• Negotiate pricing and terms within your approved authority, and bring anything outside that band to the COO with a recommendation
• Manage the mechanics — purchase orders, fiscal year timing, contract amendments, and re-bid requirements where they apply
• Forecast renewals accurately and identify risk early enough to change the outcome
• Maintain an account health view you can defend in a forecast review
• Build working relationships with HR and finance leadership at each agency, not just your day-to-day contact
• Understand each customer's operating calendar — budget adoption, bargaining cycles, council meetings — and plan engagement around it
• Run a consistent cadence with named accounts covering usage, upcoming budget and negotiation cycles, and open issues
• Own escalations end to end, pulling in support, product, or executive help when the situation calls for it
• Identify and qualify expansion opportunities across additional modules, added agencies, and consulting engagements, and hand them to sales with the context needed to run them
• Route customer feedback and feature requests into the roadmap process with enough context and evidence for product and engineering to act
• Work alongside the Onboarding Specialist from kickoff forward so the transition to your ownership is a handoff, not a reintroduction
• Share patterns you see across your book with the broader team — recurring friction, competitive pressure, emerging use cases
• Track account activity, renewal forecasts, and escalations in Salesforce and keep records current
• Contribute to building the customer success playbook. We are a 30-person company and you will help define process, not just follow it

Skills

• Direct experience inside or alongside public sector HR or finance. That may be working at an agency, or working with agency HR and finance teams in a vendor, consulting, or advisory capacity
• Working knowledge of compensation benchmarking, labor costing, or actuarial analysis. You do not need to be an actuary. You do need to hold your own in a conversation with a compensation analyst
• Direct ownership of renewal outcomes in a prior role, including pricing conversations and negotiation
• Working knowledge of public sector procurement — purchase orders, fiscal year cycles, contract amendments, and when a renewal becomes a competitive re-bid
• 3-5 years managing customer relationships with direct retention and renewal accountability. SaaS experience preferred, not required
• Demonstrated ability to manage a book of this size independently, prioritizing across accounts without close supervision
• Written communication clear and concise enough that an HR director will actually read it
• Salesforce experience
• Prior work at a company under 100 employees
• Data literacy strong enough to read a usage report and know what it means

Qualifications

Must Haves

• Direct experience inside or alongside public sector HR or finance. That may be working at an agency, or working with agency HR and finance teams in a vendor, consulting, or advisory capacity
• Working knowledge of compensation benchmarking, labor costing, or actuarial analysis. You do not need to be an actuary. You do need to hold your own in a conversation with a compensation analyst
• Direct ownership of renewal outcomes in a prior role, including pricing conversations and negotiation
• Working knowledge of public sector procurement — purchase orders, fiscal year cycles, contract amendments, and when a renewal becomes a competitive re-bid
• 3-5 years managing customer relationships with direct retention and renewal accountability. SaaS experience preferred, not required
• Demonstrated ability to manage a book of this size independently, prioritizing across accounts without close supervision
• Written communication clear and concise enough that an HR director will actually read it

Nice to Haves

• Salesforce experience
• prior work at a company under 100 employees
• data literacy strong enough to read a usage report and know what it means

Benefits

• Remote (United States) work arrangement