Customer Success Manager at Catalis in Edmonton, Alberta, Canada

Description
Who We Are
Catalis is a leading provider of government Software as a Service (SaaS) and integrated payment solutions, supporting operations at the municipal, county, state, and federal levels. Our technology helps government agencies streamline processes, improve efficiency, and deliver simpler, faster, and more accessible services to the public.

The Opportunity
The Customer Success Manager owns the post-sale customer relationship, helping government customers achieve measurable value from Catalis solutions. This role drives product adoption, customer satisfaction, retention, renewals, and account growth while serving as the customer’s primary advocate across internal teams. This role serves as a trusted advisor to customers, proactively identifying risks, aligning solutions to business objectives, and ensuring customers achieve measurable outcomes throughout their Catalis journey. The ideal candidate combines executive relationship management, strategic account planning, data-driven decision making, and proactive risk mitigation to deliver exceptional customer experiences and maximize customer value.

Possible travel within the United States

What You Will Do

Customer Retention and Advocacy
Lead regular business reviews that demonstrate customer value and cover account status, support activity, product releases, adoption, and relevant new solutions.
Develop and maintain strategic success plans that align customer objectives with measurable business outcomes.
Coordinate renewal activities for agreements that do not renew automatically, ensuring appropriate contracts are in place for all services and subscriptions.
Oversee and escalate billing and collections issues in partnership with the appropriate internal teams.
Manage customer escalations involving support, expectations, executive sponsorship, or overall service experience.
Build relationships with executives, operational leaders, and key stakeholders to understand customer priorities and initiatives.
Develop customer reference relationships and maintain accurate CRM records of reference activity.
Identify and quantify retention risk by monitoring account health, product usage, survey results, and support trends.
Create and execute remediation plans for at-risk accounts.
Coordinate onboarding for new customers, including training recommendations and facilitation.

Customer Adoption and Growth
Identify cross-sell opportunities within assigned accounts based on customer needs and strategic priorities
Advocate for customers across Catalis, escalating concerns before they affect satisfaction or retention
Partner with sales, product, implementation, support, and other internal teams to deliver coordinated customer outcomes.
Requirements
What You Will Need to Succeed
At least three years of experience in customer success, account management, or a related customer-facing role, preferably within a SaaS or technology company.
Demonstrated experience leading account reviews, managing escalations, supporting renewals, and representing an organization in customer meetings or industry events.
Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience.
Strong analytical and business judgment, with the ability to interpret customer, product, and account data; identify trends and risks; and translate insights into practical recommendations and action plans.
Proven ability to manage multiple customers, projects, and competing priorities with flexibility, sound judgment, and consistent follow-through in a fast-paced, changing environment.
Highly organized and detail-oriented, with disciplined documentation practices that keep plans, decisions, risks, commitments, and next steps accurate, current, and accessible.
Strong written and verbal communication, presentation, and customer engagement skills, with the ability to build credible, trusted relationships across executive, operational, and internal teams.
Collaborative, self-motivated, and able to influence outcomes across departments without direct authority.
Experience in the software industry is preferred.

What We Offer
A dynamic, supportive work environment within a mission-driven organization.
A competitive salary and benefits package, including medical, dental, and vision insurance.
Paid time off.
Health Savings Account and Flexible Spending Account options.
Paid parental leave.
ABLE account matching contributions for members of the disability community.
Employer-paid short-term and long-term disability insurance and group term life insurance.
Financial and legal assistance through the Employee Assistance Program.
Professional development and career advancement opportunities.
The opportunity to make a meaningful impact on government service delivery and the communities we serve.

Equal Employment Opportunity
Catalis is an equal opportunity employer committed to fostering an inclusive workplace. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, national origin, age, disability, sex, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.