Customer Success Manager, PromisePay at Promise · LumiJobs

Responsibilities

Own the relationship. Be the primary point of contact for a portfolio of large accounts, focusing specifically on those accounts utilizing Promise’s PromisePay services. Know the people, the politics, and the pressures inside each agency better than anyone else at Promise. Directly manage requests from our clients, efficiently providing responses and solutions to their inquiries - no question or request is too big or too small for you to manage.
Drive adoption. Monitor usage and engagement across your accounts. Identify where adoption is lagging and build the plan to fix it before it becomes a renewal problem.
Spot and drive expansion. Flag opportunities where an account is ready for a larger footprint and more Promise services, whether that's more programs, more departments, or a broader contract. Build the business case and hand it to Sales to close, then stay in the room as the customer's advocate.
Manage the handoff, both ways. Take over account relationships from the Sales team as implementation happens and stabilizes. When an account expands into new commercial territory, new pricing, or a new deployment, partner with the Implementation team for that phase and pick it back up once things are live again.
Close the loop with Product. Collect and prioritize product feedback from customers and route it back to the Product team with context, not just a list of complaints. Help Product understand why something matters to a customer and what problem it would solve, not just what the feature request was.
Manage renewal risk. Proactively track account health and get ahead of risk signals. If something is not working, say so internally, early, and clearly. Recruit help so that we can intervene and fix things.
Represent Promise in the room. Run regular business reviews with customer stakeholders. Come prepared. Never walk in cold. Take notes and report out with clear tasks and timelines.
Feed the institutional knowledge base. What you learn in the field belongs to the whole company. Document it and share it so the next person does not have to relearn it.
What will help you succeed
3+ years in customer success, account management, or delivery roles serving enterprise or public sector customers — utilities, state or municipal agencies, health and human services, or similarly regulated buyers. You have owned relationships where the customer could not simply churn quietly, and where a bad quarter shows up in a public meeting.
Strategic and Proactive Hands-on Approach. You develop strong relationships. You spot trends and issues before the client does and take action, as needed, to remedy them. You know the difference between a customer who is actively using the product/service vs. one that hasn’t fully embraced the solution and you know how to move them towards fully embracing our products and services. You are known as the best customer success representative that they work with.
You track the context of the client. You can read where a decision really sits and who has to say yes before anything moves. You staff the utility decision maker appropriately, helping them move to contact renewals and upsells. You understand what is important to them and you put that information in front of them.

Customer Success Manager, PromisePay

Responsibilities

Benefits

Company

Promise

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