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Salary: USD 90,000 - 120,000 / annual
Forerunner builds intelligent software that connects fragmented systems for government agencies and regulated industries, turning data into actionable decisions that reduce liability and prevent emergencies.
As a Customer Success Manager, you will own the end-to-end success of a portfolio of accounts, from onboarding through renewal. You'll serve as a trusted advisor, ensuring customers realize measurable value and develop durable partnerships with Forerunner.
Key responsibilities include:
**Customer Health & Retention:** Act as a trusted advisor by understanding customer workflows and goals. Own customer health across your portfolio using data and regular check-ins to identify risk early. Guide customers through public-sector and regulated-industry decision cycles with clear communication.
**Product Adoption:** Partner with Deployment Specialists to ensure smooth handoffs at go-live. Drive adoption through user communications, customized in-app onboarding, and continued learning. Configure customer environments and settings as needs evolve using both the product front end and internal tools.
**Account Growth:** Identify and pursue expansion opportunities including upsells, add-ons, and cross-sells. Partner with Sales and leadership to build cases for expansion and drive deals to close.
**Cross-Functional Partnership:** Share customer feedback and concerns with Product and Engineering to inform roadmap decisions. Evangelize customer success stories across accounts to build community.
**Team Building:** Contribute to developing CS policy, process, and playbooks as an early team member in a growing organization.
Forerunner is an early-stage, mission-driven company with offices in NYC, San Francisco, and Portland, ME. The team is interdisciplinary and committed to solving complex problems in public-sector infrastructure and regulated industries. The company offers competitive compensation, comprehensive health coverage, 401k, and wellness reimbursement.
**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
- Experience serving government agencies or regulated industries (GovTech, floodplain management, flood insurance, GIS/mapping, public-sector project management) preferred but not required
- Comfortable managing complex public-sector relationships and decision cycles; experience with government clients or complex public-sector workflows is a plus
- Excellent, empathetic communicator who builds trust and serves as a reliable first point of contact
- Detail-oriented and committed to quality with genuine enthusiasm for creating customer value
- Comfortable with ambiguity; able to prioritize independently and take on responsibility as the team grows
- SaaS software support experience preferred but not required
