Customer Service Manager - Fully Remote

Next Chapter Technology (NCT) is hiring a Customer Success Manager to help public-sector customers achieve measurable results with its CaseWorks platform. The role builds customer relationships, drives adoption and retention, identifies expansion opportunities, and coordinates customer needs across internal teams.

Responsibilities:

• Build and maintain trusted relationships across an assigned customer portfolio, engaging executive sponsors, program leadership, IT, administrators, and end users
• Develop a deep understanding of each customer's operational challenges, priorities, and desired outcomes, and create customer success plans with agreed-upon goals, milestones, responsibilities, and measures of success
• Partner with Sales, Solutions, and Support to ensure a coordinated transition from prospect to customer and support successful onboarding, implementation, and ongoing engagement
• Drive CaseWorks adoption through proactive outreach, customer education, best-practice guidance, and coordinated enablement activities tailored to customer needs
• Monitor product usage and adoption trends, identify barriers, and coordinate action plans that help customers achieve their goals and realize greater value
• Manage ongoing inbound and outbound customer communication, respond to inquiries, maintain a consistent engagement cadence, and follow through on commitments
• Lead proactive customer retention efforts, identify renewal risks early, and partner with Sales and other stakeholders on renewal planning and execution
• Identify opportunities to expand CaseWorks into additional programs, departments, users, or use cases, and collaborate with Sales to develop opportunities aligned with customer needs
• Maintain and regularly review customer health scores using product usage, adoption, stakeholder engagement, support trends, satisfaction, and progress toward customer goals
• Develop and coordinate recovery plans for at-risk customers, with clear actions, owners, and timelines, and communicate emerging risks to internal stakeholders
• Plan and lead Customer Business Reviews that connect adoption and performance to customer objectives, demonstrate realized value, address challenges, and establish next steps
• Advocate for customers internally, coordinate issues and escalations with Support, Solutions, and Product teams, and keep customers informed through resolution
• Support Net Promoter Score (NPS) and other customer feedback programs, encourage participation, follow up on responses, and translate feedback into actionable improvements
• Partner with Marketing and Sales to identify and develop customer advocates for references, testimonials, case studies, advisory participation, and other engagement opportunities
• Collaborate across Sales, Marketing, Support, Solutions, and core Product teams to share customer insights, communicate relevant enhancements, and improve the customer experience
• Rapidly develop expertise in CaseWorks, the HHS market, and our customers' operational needs
• Maintain accurate customer records, success plans, health assessments, renewal information, and expansion opportunities in designated systems
• Contribute to customer success playbooks, processes, reporting, and engagement practices that support a growing customer base

Requirements:

• Bachelor's degree or equivalent relevant professional experience
• Demonstrated success in customer success, account management, or a comparable customer-facing role with a software product company, helping customers adopt solutions, achieve measurable outcomes, and build lasting relationships
• Strong familiarity with Software as a Service (SaaS) solutions and the subscription customer lifecycle, including onboarding, adoption, ongoing value realization, renewals, and expansion
• Proven ability to build lasting customer relationships, drive product adoption, and help customers achieve measurable business outcomes
• Experience supporting customer retention, renewals, and expansion through proactive account planning and engagement
• Ability to interpret product usage, customer health, support, and satisfaction data and translate findings into practical actions
• Excellent communication, interpersonal, problem-solving, presentation, and organizational skills, including the ability to lead business reviews and engage executive stakeholders
• Experience managing customer escalations and coordinating follow-through across technical, support, and product teams
• Ability to understand complex customer workflows and explain product capabilities in terms of customer needs and value
• Proficiency with CRM, customer success, and business productivity tools
• Experience supporting business-to-government (B2G) relationships with state and/or local government customers
• experience in GovTech, HHS technology, document management/content services, workflow automation, or adjacent enterprise software
• experience with HubSpot