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Salary: USD 87,000 - 93,000 / annual
ClearGov is building the modern financial operating layer for the public sector, helping US local governments and school districts plan, budget, report, and communicate their finances. The company serves over 2,000 public sector organizations and is expanding its platform and reach.
You will own the end-to-end health, value realization, retention, and upsell of a medium account portfolio of 100–150 customer accounts. Operating in a mid-touch to high-touch engagement model, you will balance personalized executive relationships with scalable operational efficiency. As a trusted partner to government finance leaders and department heads, you will leverage process mapping, deep product knowledge, and technical integration understanding to mitigate churn, drive adoption, and articulate clear ROI.
Key responsibilities include:
- Lead monthly milestone-based meetings (QBRs, EBRs, Partnership Reviews, Renewals) and technical check-ins
- Translate product capabilities into measurable business outcomes; build Success Plans for 100% of your portfolio
- Deliver data-driven forecasts for renewals, downsell risks, and expansion opportunities; partner with CS Ops/RevOps on Salesforce workflows and pipeline integrity
- Monitor account health signals to flag at-risk accounts early and drive structured risk mitigation plans
- Identify product limits, usage spikes, and feature gaps; convert health signals into qualified expansion pipeline to achieve portfolio growth targets
- Conduct quarterly Book of Business readouts to CS Leadership detailing account pulse, risk strategies, and pipeline growth
Key performance indicators include Net Retention Rate (NRR), Gross Retention Rate (GRR), Expansion (Upsell/Price Increase), forecast accuracy, and stakeholder engagement.
REQUIREMENTS:
- 3–5 years of hands-on experience in Customer Success, Account Management, or client-facing role within B2B SaaS; GovTech or public-sector customer experience is a plus
- Thrives in ambiguous startup or post-merger environments; comfortable navigating evolving organizational structures and rapid operational changes
- Demonstrated commercial acumen with track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR
- Proven success managing 100+ accounts using structured, value-driven frameworks, proactive risk mitigation, and process mapping
- Demonstrated ability to leverage AI-driven tools, automation, and productivity workflows to scale customer engagement and maintain high-touch quality across mid-market portfolio
- Strong proficiency in retention and growth forecasting, SaaS metrics (NRR/GRR), and pipeline management in Salesforce
- Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows
- Working knowledge of Salesforce (SFDC) for pipeline/opportunity management and CS platforms (ChurnZero, Gong) for forecast and health tracking
- Skilled in multithreading accounts, articulating competitive differentiation, and leading executive ROI discussions
