Customer Success Manager

About the role

Column is the software platform for public information. We build automated tools and workflow solutions that help governments, law firms, and media organizations notify the public. Today, thousands of publishers and tens of thousands of agencies, firms, and individuals rely on Column to keep their communities informed every day. We’re reimagining how public information connects people, institutions, and media. We're a remote-first team of engineers, designers, and builders who are committed to creating software that supports an informed public. We are seeking a commercially minded Customer Success Manager who is responsible for the successful implementation, ongoing management, retention, and growth of an assigned book of business (BoB). This role combines customer relationship management, account health, revenue protection, and operational execution. The ideal candidate is financially accountable, highly organized, proactive with customers, and comfortable owning the overall health and sustainability of their portfolio.

Alignment with our Core Values: Be the person people can count on. We set clear expectations, take responsibility for our work, and deliver results. Clear focus. We communicate clearly, prioritize effectively, and stay focused on what truly moves our work forward. Grit and growth mindset. We raise the bar, take ownership, and view challenges as opportunities to learn and improve. T.E.A.M (Together everyone achieves more) We uplift each other, celebrate progress, and succeed as a team.

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.

Success Metrics & KPIs: Performance Will Be Measured Against Clear, Quantifiable Business Outcomes 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.

Qualifications

Required Qualifications:

• 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.