Customer Success Manager supporting public - sector organizations using SymPro treasury management software. Managing relationships, renewals, migrations, and expansion across US and Canadian customers.
About the role
- Customer Success Manager strengthening public-sector relationships for SymPro’s treasury management software. Supporting renewals, migrations, retention, and account expansion across the United States and Canada.
Responsibilities
- Own and strengthen relationships with an assigned portfolio of SymPro customers
- Serve as the consistent point of contact after implementation
- Proactively check in with clients and understand product usage and customer value
- Monitor customer sentiment, usage patterns, open items, renewal timing, and account risks
- Support renewals and coordinate next steps to improve long-term retention
- Coordinate customer needs across Implementation, Support, Sales, and leadership
- Route, track, and drive resolution of customer questions, invoicing needs, contract details, billing changes, and account administration issues
- Guide customers through migrations to newer SymPro products
- Identify opportunities for additional products, modules, and services
- Own smaller add-on conversations and partner with Account Executives on larger opportunities
- Maintain accurate CRM records covering customer conversations, account activity, renewal status, risks, opportunities, and next steps
- Gather customer feedback, identify patterns, and share insights with Sales, Support, Implementation, Product, and leadership
- Inform product, pricing, process, renewal, reference, and case study opportunities
Requirements
- Experience building trust with customers in a relationship-focused role such as customer success, account management, client services, inside sales, banking, software, public sector, financial services, or a related environment
- Ability to manage a portfolio of customers and maintain a consistent outreach rhythm
- Ability to track open items and monitor account health
- Clear communication and effective coordination with customers and internal teams
- Ability to listen to concerns, clarify next steps, coordinate stakeholders, and follow up reliably
- Commercial awareness to support renewals, expand relationships, introduce product migrations, generate leads, and contribute to revenue goals
- Comfort building rapport with finance, treasury, accounting, investment, and operational stakeholders
- Ability to learn software products and understand technology-supported customer workflows
- Experience with public sector organizations, treasury, investment, debt, cash management, accounting-adjacent software, SaaS subscription models, renewals, migrations, CRM tools, ticketing systems, or AI-enabled workflow tools is an asset
- Role must be based in the United States or Canada
Benefits
- Full-time remote work
- Opportunities for career advancement into customer success, account management, sales, or leadership roles
- Autonomy to be creative and curious
- Virtual interview process
- Equal employment opportunity and reasonable accommodations for applicants with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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