Customer Success Manager

4 weeks ago


San Francisco CA, United States Forerunner Full time

We believe that adaptation is a necessity, not a luxury, and communities deserve access to powerful software that helps them plan for the future. The challenge of climate change is complex – it implicates how municipalities plan, manage capital, and communicate to both residents and higher levels of government. Forerunner helps local communities do these things better by empowering them to access, understand, and mobilize local-level flood risk data at scale. Our software is built to be easy-to-use, so that governments preparing for our future can focus on the important stuff.
We're looking for an energetic Customer Success Manager to join our team.In this position you will be our partner community's internal advocate, helping ensure an excellent Forerunner experience, and gathering feedback on ways that Forerunner can increase our value.
You will become a trusted advisor to our partner communities, will deeply understand their workflows and needs, and ensuring that they derive maximum value from their investment in Forerunner, leading to project success, retention, and renewal.
You will provide user communications, customized in-app onboarding, and continued learning to ensure that our partner communities are fully utilizing their Forerunner software.
Account expansion. You'll support expansion of your accounts by identifying expansion opportunities and driving business outcomes in partnership with the sales & leadership team.
You will evangelize Forerunner success stories throughout all of your accounts to help our community partners grow.
You’ll share the customer’s experience, ideas, and key concerns with the Product and Engineering teams to both aid the customer and move the product forward.
Provide meaningful contributions to the development of CS policy and procedure. As an early member of our customer success team, your ideas and feedback will be crucial in setting our team up for ongoing success.
As a new addition to our team, you will help us spread the word about Forerunner and engage our customers in conversations about how software can help to transform their data and workflows. Have experience with customer success in the GovTech space, floodplain management or flood insurance, GIS/mapping, or project management for government clients. Experience with floodplain management or working with local governments, while not a requirement, would be beneficial to your success when working with customers.
You'll often be the first point of contact for potential customers interested in Forerunner and building trust is crucial in our space. We'll be relying on you to make a great impression in both written and phone/video communication.
Are detail-oriented and committed to quality. Experience supporting SaaSsoftware is preferred but not required.
We are motivated by seemingly intractable problems and work hard to support one another.
We’re in the weeds -- our entire team spends time engaging with our partners in the field to better understand the real-world problems they face.
We're a remote-first organization, with offices in San Francisco and Portland, ME. Many members of our team work remotely, but we have a small offices in San Francisco and Portland, ME. Forerunner offers competitive compensation, health/vision/dental coverage, and commuter benefits. We also have a quarterly wellness reimbursement so that you can have flexibility in defining what “health” means to you.
Forerunner is an equal opportunity employer committed to embracing diversity and the perspectives of individuals from all backgrounds.
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