Customer Success Manager

TrueComp

. Own a book of 50–75 public agency accounts from real platform usage through annual renewal .

Posted 9/23/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing public agency accounts with a focus on retention, renewal negotiations, and relationship building with HR and finance leadership. Proficient in Salesforce for tracking account activity and forecasting renewals while maintaining a strong understanding of public sector procurement processes.

Highest-signal resume keywords

Public Sector HR ExperienceRenewal NegotiationSalesforce ProficiencyCustomer Relationship ManagementPublic Sector Procurement Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Renewal PlanningContract AmendmentsForecastingData LiteracyCompensation BenchmarkingLabor CostingActuarial AnalysisAccount ManagementPricing NegotiationExpansion Opportunity Identification

Soft Skills

Clear CommunicationRelationship BuildingProblem SolvingIndependent PrioritizationTeam Collaboration

Tools & Technologies

Salesforce

Industry Keywords

Public Agency AccountsFiscal Year CyclesPurchase OrdersRe-bid RequirementsCustomer Success PlaybookSaaS Experience

About the role

Key responsibilities & impact

Own a book of 50–75 public agency accounts from real platform usage through annual renewal
Own retention and adoption across the account book
Manage 15–20 named accounts on a set cadence and cover remaining accounts through scheduled check-ins and usage-based triggers
Own every renewal conversation from early positioning through signed agreement
Start renewal planning 120 days in advance
Negotiate pricing and terms within approved authority and escalate exceptions to the COO with recommendations
Manage purchase orders, fiscal year timing, contract amendments, and applicable re-bid requirements
Forecast renewals accurately and identify risks early
Maintain a defensible account health view for forecast reviews
Build relationships with HR and finance leadership at public agencies
Understand customer operating calendars, including budget adoption, bargaining cycles, and council meetings
Run named-account cadences covering usage, budget and negotiation cycles, and open issues
Own escalations end to end with support from support, product, or executives as needed
Identify and qualify expansion opportunities and hand them to sales with relevant context
Route customer feedback and feature requests into the product roadmap process
Work with the Onboarding Specialist from kickoff through transition to ownership
Share recurring friction, competitive pressure, and emerging use cases with the broader team
Track account activity, renewal forecasts, and escalations in Salesforce
Contribute to the customer success playbook and help define company processes

Requirements

What you’ll need

Direct experience inside or alongside public sector HR or finance
Working knowledge of compensation benchmarking, labor costing, or actuarial analysis
Direct ownership of renewal outcomes in a prior role, including pricing conversations and negotiation
Working knowledge of public sector procurement, including purchase orders, fiscal year cycles, contract amendments, and competitive re-bid requirements
3–5 years managing customer relationships with direct retention and renewal accountability
SaaS experience preferred, not required
Ability to manage a book of 50–75 accounts independently, prioritizing without close supervision
Clear and concise written communication
Salesforce experience preferred
Prior work at a company under 100 employees preferred
Data literacy sufficient to interpret usage reports