Customer Success Manager

About SOVRA

SOVRA is a leading public procurement platform trusted by more than 7,000 government agencies and over 1 million suppliers across North America. Our work sits at the intersection of technology, public service, and accountability, helping governments operate more efficiently and transparently on behalf of the communities they serve.

What makes SOVRA unique is our deep focus on the public sector. Our solutions are purpose-built to solve real, complex procurement challenges, balancing compliance with usability and innovation. That commitment has been recognized with the Achievement of Excellence in Procurement (AEP) Certification from the National Procurement Institute, reflecting our high standards and impact in the market.

At SOVRA, the work you do matters. Every improvement we make helps public organizations stretch taxpayer dollars further, operate with greater transparency, and deliver better outcomes for millions of people. We’re a growing, mission-driven company where smart, curious people come together to build technology that serves the public good.

Learn more at sovra.com.

About the job

The Customer Success Manager (CSM) plays a foundational role in ensuring client satisfaction, driving product adoption, and driving expansion and renewals. You will be the bridge between our clients and internal teams, consulting on client needs, escalating challenges, and ensuring a seamless experience across the customer journey.

Ideal candidates have experience in B2B SaaS environments, have owned a book of business valued at $2M or more, and maintained a retention rate of 80% or more. This role requires travel between 10-25% for conferences, customer visits, and Quarterly Business Reviews.

What you’ll do:

• Own the client relationship end-to-end, building strong partnerships to understand customers' business needs and strategic goals

• Coach and educate clients on product best practices, new features, and internal support structures so they get maximum value from the platform

• Facilitate virtual meetings and deliver product training

• Communicate and monitor project progress with the development team; manage client projects on time and within budget

• Identify growth opportunities within assigned accounts; support contract renewals and collaborate with Sales and Implementation on upsell and contract amendment execution

• Act as the customer advocate, participating in voice-of-customer initiatives and proposing innovative, outside-the-box solutions to customer challenges

• Support clients in defining and tracking success KPIs aligned with their goals

• Prepare and deliver reports and insights, including Quarterly Business Reviews, monitoring success across the customer journey

• Collect customer success stories and feedback for internal and external use

• Support clients through change management and internal transitions

Your Trajectory:

• At 3 months, you’ll be through onboarding, owning your book of business. You should be able to lead business reviews and answer technical questions.

• At 6 months, you should be identifying opportunities for renewals and customer expansion. You’ll also be preparing materials for and participating in Quarterly Business Reviews.

• By 12 months, you’ll have achieved at least one renewal and expanded at least one account in your book of business. You’ll be able to jump into strategic conversations with customers and clearly articulate the value and ROI of the full product portfolio.

Who you are:

• Strong interest in developing technical knowledge and expertise

• Dynamic, energetic, and solution-oriented

• Excellent interpersonal skills, comfortable sharing opinions and facilitating discussions

Required Qualifications:

• Minimum 3 years experience in a similar position (Customer Success, Account Management, T2/T3 Customer Support)

• Experience managing B2B SAAS projects and customers

• Experience with JIRA, Salesforce, Zendesk and/or other project management and support systems

Nice to haves:

• Experience with a Gov Tech

• Experience with general project management

Thank you for your interest in SOVRA. However, only selected candidates will be contacted.

At SOVRA, we are committed to fostering an inclusive and equitable workplace. We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. We provide a work environment free from discrimination and harassment. In addition, we are committed to ensuring pay equity across our organization and regularly review our compensation practices.

International Data Base Corp doing business under SOVRAtm participates in E-Verify. If selected for employment, you will be required to provide your Form I-9 information to confirm that you are authorized to work in the United States.

International Data Base Corp, que opera bajo el nombre comercial SOVRAtm, participa en E-Verify. Si es seleccionado para el empleo, se le solicitará que proporcione la información de su Formulario I-9 para confirmar que está autorizado a trabajar en los Estados Unidos.