Customer Success Manager

Description Who We Are Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible. The Opportunity This role is for builders, fixers, and change makers—not caretakers of pristine accounts. If you are energized by complexity, motivated by turnaround stories, and comfortable leading customers through change, you will thrive here. You will work with customers at varying stages of maturity, some of whom are navigating operational challenges related to legacy technology, historical service experiences, and process gaps. Your mission is to stabilize relationships, rebuild confidence, and help customers progress toward more modern, scalable solutions. Success in this role requires resilience, creativity, and the ability to think on your feet. You will frequently operate without a playbook, navigating ambiguity while guiding customers from legacy, on-premise solutions toward modern SaaS offerings. This role is equal parts relationship builder, problem solver, translator, and change leader. What You Will Do Customer Retention & Relationship Management Own a portfolio of complex customer relationships and serve as the primary point of accountability for the overall experienceManage escalations related to support, billing, invoicing, and legacy system limitations, partnering across teams to drive resolutionIdentify retention risks and take proactive steps to stabilize accounts and rebuild confidenceLead account conversations focused on clarity, progress, and next steps—even in ambiguous or under-documented environments Customer Growth & Modernization Build trusted relationships with customer stakeholders through consistency, transparency, and follow-throughGuide customers from legacy, on-premise solutions toward modern SaaS offeringsIdentify and advance expansion and upsell opportunities aligned to customer needs and platform strategy Execution & Collaboration Operate independently and make sound decisions with incomplete informationCollaborate cross-functionally with Support, Product, Finance, Sales, and Engineering to move customer issues forwardSupport onboarding, renewals, and ongoing engagement to ensure continuity of service Requirements What you Will Need to Succeed 2+ years of experience in Customer Success, Account Management, or a customer-facing role within SaaS, technology, or complex B2B environmentsDemonstrated ability to manage unhappy or at-risk customers and rebuild trustHigh tolerance for ambiguity Strong relationship-building skills, including the confidence to have difficult conversationsExceptional problem-solving instincts and the ability to juggle multiple priorities simultaneouslyComfort operating independently Persistence and an optimistic mindset—even in challenging situationsStrong verbal and written communication skillsBachelor’s degree in business, communications, or a related field (or equivalent experience)Travel up to 35%, primarily for on-site customer meetings, relationship rebuilding, and strategic engagementsBecause this position has access to criminal justice information, you must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check. What We Offer A dynamic and supportive work environment in a mission driven organizationCompetitive salary and benefits package, including health, dental, vision insuranceUnlimited PTO (paid time off)HSA and FSA options401(k) plan with matching contributionsPaid parental leaveABLE matching contributions for the disability communityEmployer paid short term and long-term disability insurance and group term life insuranceFinancial and legal assistance through our EAP (Employee Assistance Program)Opportunities for professional development and career advancementThe chance to make a significant impact on the delivery of government services and the lives of citizens. EEO Statement We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.