Customer Success Manager

About the role

Hi! We're Forerunner. Stronger, more resilient communities are built by the people inside government and regulated industries who keep critical infrastructure running. But they're working against real headwinds: fragmented data, field crews without the right tools, and high-stakes decisions made without a complete picture. Forerunner exists to fix that. We build intelligent software that connects the systems these agencies and firms already rely on, fills the gaps those systems can't, and turns fragmented information into decisions and actions that reduce liability, surface revenue, and prevent small problems from becoming emergencies. As a Customer Success Manager, you will own the ongoing success of a full book of business — from onboarding through renewal — ensuring every account realizes measurable value from Forerunner and grows into a durable, trusted partnership. You'll work at the intersection of relationship management, product adoption, and account growth, partnering with Sales, Product, and Engineering to keep outcomes on track.

Responsibilities

• Serve as a trusted advisor to your accounts, understanding their workflows and goals well enough to guide them toward renewal. Own customer health across your portfolio, using data and regular check-ins to catch risk early and keep accounts moving toward measurable outcomes. Guide customers through public-sector and regulated-industry decision cycles with patience and clear communication.
• Partner with the Deployment Specialist to take a clean handoff at go-live and carry momentum into the ongoing success phase. Drive adoption through user communications, customized in-app onboarding, and continued learning so customers get full value from their investment. Configure customer environments and settings as needs evolve, using both the product front end and Forerunner's internal tools.
• Identify and pursue expansion opportunities — upsells, add-ons, and cross-sells — within your accounts. Partner with Sales and leadership to build the case for expansion and drive it to close.
• Share customer feedback, ideas, and concerns with Product and Engineering to inform the roadmap. Evangelize customer success stories across your accounts to help build the broader Forerunner community.
• Contribute to the ongoing development of CS policy, process, and playbooks as an early member of a growing team.

Requirements

• 4-6 years of professional experience in customer success, account management, or client services, with a track record of managing end-to-end renewals and proactively uncovering expansion opportunities within a portfolio.
• Experience serving government agencies or regulated industries — GovTech, floodplain management or flood insurance, GIS/mapping, or public-sector project management are all relevant backgrounds, though not required.