Customer Success Manager

Column is a software platform for public information that builds automated tools and workflow solutions to help governments, law firms, and media organizations notify the public. The Customer Success Manager will own the implementation, ongoing management, retention, and growth of an assigned book of business, including customer relationships, account health, revenue protection, onboarding, and invoice collection support.

Responsibilities:

• Own the overall health, retention, and performance of an assigned book of business
• Lead the implementation and onboarding of new accounts, ensuring a smooth transition from sale to successful launch
• Develop strong relationships with customers and serve as a trusted point of contact throughout the customer lifecycle
• Optimize customer revenue capture rates based on contracted value
• Maintain and drive revenue retention, proactively identifying risks that could impact customer or account revenue
• Identify opportunities to improve customer feature adoption, engagement, and satisfaction
• Partner with internal teams to resolve customer issues and ensure timely delivery of commitments
• Assist with invoice collection and accounts receivable follow-up, working with customers and internal finance teams to resolve outstanding balances
• Maintain accurate account records, forecasts, and customer status updates in appropriate systems
• Manage customer expectations and communicate proactively regarding performance, billing, and account-related issues
• Revenue Retention: Minimum 90% revenue retention
• Book of Business (BoB) Utility: Maintain below 10% (salary / BoB revenue)
• Minimum Capture Rate: 90%
• Trailing Capture Rate: 90-day trailing capture rate measured at the end of each half year
• Invoice Collection Support: Proactively assist in resolving outstanding invoices, minimizing overdue balances, and manage Days Sales Outstanding for invoices
• Account Implementation: Successfully launch new accounts according to established implementation timelines and standards

Requirements:

• 3+ years Customer Relationship Management : Proven ability to build trusted relationships, manage customer expectations, communicate effectively with a diverse range of stakeholders, and comfort with handling conflict with customers and maintaining alignment and accountability. As well as demonstrated experience managing and growing a book of business
• Commercial & Customer Acumen: Strong understanding of customer retention, revenue protection, and account health, with demonstrated financial and commercial acumen to manage accounts and identify opportunities for growth
• Product & Technical Acumen: Strong understanding of products and technology, with the ability to lead customer onboarding, drive product adoption, and translate technical concepts into clear, easy-to-understand language
• Data-Driven Approach: Comfortable using customer health metrics, usage data, and performance indicators to identify risks, prioritize engagement, and measure customer success
• Project & Time Management: Highly organized with the ability to manage multiple accounts and competing priorities, including onboarding, training, adoption initiatives, and ongoing customer needs, while consistently meeting milestones and deadlines
• Strategic Thinking: Ability to understand customer business objectives, align those goals with product capabilities, identify opportunities for growth and expansion, and proactively drive retention
• Communication & Empathy: Excellent written and verbal communication skills, with strong active-listening abilities and the confidence to present, navigate challenging conversations, and communicate effectively under pressure
• Voice of the Customer: Ability to gather, synthesize, and communicate customer feedback and insights to internal teams to help inform product improvements and roadmap priorities
• Cross-Functional Leadership: Demonstrated ability to collaborate and influence across teams to coordinate resources, solve customer challenges, and deliver successful customer outcomes
• Experience in B2B SaaS or marketplace environments
• Familiarity with Front, HubSpot, Looker, or similar CRM and BI tools
• Experience working with publishers, governments, and law firms