CUSTOMER SUCCESS TEAM

Customer Success Manager

Interpersonal Frequency LLC is a 15-year-old business whose purpose and passion is effective digital government for all. We are seeking a Customer Success Manager to join the Customer Success Team, which partners with local and state government clients to ensure they achieve measurable outcomes through I.F.'s Drupal websites and digital experiences.

This position serves as a strategic advisor to approximately 40 government clients, interfacing directly with executive stakeholders and collaborating daily with Account Management, Delivery, and cross-functional teams to drive retention, expansion, and client satisfaction.

Responsibilities

  • Manage the Full Post-Sale Customer Lifecycle - Partner with government clients from onboarding (working alongside Delivery) through renewal and expansion, creating tailored success plans that align to their business outcomes, tracking key milestones, and ensuring continuous value realization across the entire relationship.
  • Own Strategic Government Relationships - Serve as the trusted advisor to approximately 40 local and state government clients, building multi-year roadmaps aligned to their mission outcomes.
  • Drive Revenue Through Customer Success - Protect renewal revenue and surface expansion opportunities across your portfolio, coordinating seamlessly with Account Management to close deals.
  • Proactively Manage Portfolio Health - Implement health scoring systems, identify at-risk accounts early, and lead cross-functional interventions before issues escalate to churn.
  • Conduct Executive-Level Strategic Reviews - Facilitate quarterly business reviews with Top-Tier accounts and semi-annual reviews with Mid-Market clients, demonstrating value delivered and identifying future needs.
  • Champion the Voice of the Customer - Gather sentiment data, close feedback loops with detractors, and translate government partner insights into actionable improvements for our products and delivery.

Qualifications

  • 5+ years in customer success or post-sale management required.
  • 3+ years in SaaS/Drupal/CMS required.
  • Proven track record managing 30-50+ accounts with 90%+ renewal rates.
  • Experience conducting executive-level presentations to government officials.
  • Ownership of renewal process, negotiating ongoing client contracts in collaboration with cross-functional teams.
  • Ability to build and execute tiered engagement strategies that balance high-touch partnership for top accounts with scaled efficiency across the portfolio.
  • Capability to navigate government procurement cycles, budget timelines, and political transitions while maintaining strong stakeholder relationships.
  • Ability to translate between technical delivery teams and government client needs, ensuring clear communication and smooth project handoffs.
  • Use data and health metrics to make decisions, prioritize at-risk accounts, and identify the highest-value expansion opportunities.
  • Experience coordinating daily with Account Management through standups, maintaining shared CRM visibility and aligned expansion timing.
  • Ability to partner with Finance on monthly portfolio analysis to prioritize opportunities by profitability and customer adoption gaps.
  • Lead customer-facing conversations about Drupal platform capabilities, digital accessibility (Section 508/WCAG), and citizen experience best practices.
  • Deploy and analyze customer sentiment surveys, creating action plans from NPS/CSAT data within tight turnaround windows.
  • Document account health trends, renewal risks, and expansion opportunities with clarity and consistency.
  • Facilitate biweekly Red Flag Reviews with cross-functional teams to align on rescue strategies for at-risk accounts.
  • Demonstrated commitment to I.F.'s Purpose and Principles based on your employment history and interview(s).
  • You must be a U.S. Citizen or Green Card holder.

Preferred Skills/Qualifications

  • 3+ years recent experience (last 7 years) in the government sector.
  • 5+ years supervising a team of 3 or more.
  • Experience with HubSpot and Atlassian suite.
  • Personal responsibility for $2M+ in ARR across a portfolio.
  • Bilingual or multilingual skills for serving diverse government constituents.

 

Salary Range

$75,000 in base salary, up to $125,000 in base + commission

 

More About I.F.

  • We specialize in proven user success for some of the most forward-thinking government websites in the U.S. We work with local and state public-sector clients who:

    • Genuinely want to improve their website for the needs of their communities. 
    • Recognize the need for many departments to work together for a public-facing website to function.
    • Have the resources and budget to complete a longer, more-thorough, implementation process. 
    • Want long-term success and recognition.
    If you have experience working with this type of client – or want that experience – this role will be a great fit.

  • At I.F., we all work together towards empowering 1 in 4 (roughly 81 million)  people living in the U.S. through I.F. technology by 2029.

  • Our company runs on EOS (Entrepreneurial Operating System). That means as a member of this team, you will have a leader who:

    • Gives clear directions
    • Makes sure you have the necessary tools
    • Acts with the greater good in mind
    • Delegates appropriately
    • Takes time to truly understand your role and how you can help the company
    • Makes their expectations clear
    • Communicates well
    • Has effective meetings
    • Meets one-on-one with you quarterly or more, if needed
    • Rewards and recognizes your performance