Customer Success Manager

Job description

# **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. ## **About the role** 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. ## **What you'll do** ### **Customer Health & Retention** - 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. ### **Product Adoption** - 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. ### **Account Growth** - 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. ### **Cross-Functional Partnership** - 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. ### **Team Building** - Contribute to the ongoing development of CS policy, process, and playbooks as an early member of a growing team. ## **What we're looking for** - 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. - Comfortable managing complex, public-sector relationships and decision cycles; experience partnering with government clients or supporting complex public-sector workflows is a plus. - An excellent, empathetic communicator — you're often a customer's first point of contact, and building trust matters in our space. - Detail-oriented and committed to quality, with genuine enthusiasm for creating customer value. - Comfortable with a high degree of ambiguity — able to prioritize independently and take on responsibility as the team grows. - Experience supporting SaaS software is preferred but not required. ## **You'll thrive in this role if you...** - Believe in delivering measurable outcomes to customers, not just checking off tasks. - Enjoy being a trusted point of contact and building long-term relationships. - Are comfortable balancing day-to-day account management with longer-term account strategy. ## **Our team has a lot to offer.** Forerunner is an early-stage company with an interdisciplinary team. We are motivated by seemingly intractable problems and work hard to support one another. - **We're mission-driven.** Our mission orients our business strategy and pushes us to work with a sense of urgency. We're in the weeds — our entire team spends time engaging with our partners in the field to better understand the real-world problems they face. - **We're a small team.** As a member of our growing team, you will quickly become an invaluable part of our organization and have a meaningful impact on our business and technical direction. We welcome unique perspectives and backgrounds. Your opinion matters and we hope you'll share it. - **We build each other up.** A team works best when its members are equipped with the tools to tackle the problems they're facing. Forerunner strives to provide meaningful feedback and learning opportunities to help all our team members grow. - **We value in-person collaboration**. Some of our best work happens when we're solving problems together in the same room, so this role is hybrid and based near one of our offices: New York City, San Francisco, or Portland, Maine. - **We want you to be happy and healthy.** Forerunner offers competitive compensation, health/vision/dental coverage, a 401k plan, and one expensed lunch per week. We also have a quarterly wellness reimbursement so you can define what "health" means to you. - **The salary range for this position** is $105,000-$125,000 with an OTE of $125,000-$145,000. This posting may span more than one career level. Compensation is determined based on a variety of factors, including an individual's skills, experience, and qualifications. Forerunner is an equal opportunity employer committed to embracing diversity and the perspectives of individuals from all backgrounds.