Customer Success Manager

Authorium is a high-growth GovTech SaaS company transforming how government agencies manage administrative operations. They are seeking a Customer Success Manager who will be responsible for driving customer adoption, understanding user experience, and serving as a liaison between customers and the product team.

Responsibilities

• Drive customers from implementation into active, measurable, durable product usage
• Build adoption plans grounded in each customer’s actual workflows, not generic playbooks
• Track usage signals and intervene with substance when adoption stalls
• Become a true expert in how each customer uses Authorium day to day — the people, the processes, the friction points, the workarounds
• Surface the user-experience reality that account-level metrics alone won’t show
• Serve as the structured voice of the customer to Product and Engineering
• Translate raw customer feedback into prioritized, contextualized product input that helps shape roadmap decisions and improves user experience to solidify adoption and growth
• Translate the product roadmap, new capabilities, and platform direction into language non-technical customer leadership can use
• Help customer stakeholders understand what’s coming, what it means for their work, and how to plan for it
• Operate as a peer alongside commercial Account Managers, sharing context, surfacing signals, and coordinating on customer strategy
• Partner with Solutions and Implementation during onboarding handoffs
• Coordinate with Support and Training on customer issues that touch enablement or adoption
• Work with Marketing on case studies and references where adoption stories warrant it

Skills

• 1–3 years in a customer-facing role with substantive product depth — CSM, solutions consulting, technical account management, implementation, or product-adjacent client services. GovTech or B2B SaaS preferred but not required
• Scrappy and confident — you operate with high autonomy, you don't wait to be told how to engage a customer, and you bring a point of view to the conversation
• A natural translator: equally comfortable explaining a customer's technical usage and needs to a product team, and explaining a product roadmap to a non-technical customer leadership team
• Data forward — you can read a usage dashboard, build analyses, and use evidence to back up a recommendation
• Comfortable presenting — to customer executives, to internal product leadership, to mixed audiences. You can hold the room without overselling
• A team player by default — you operate well alongside Account Managers, Solutions, Support, and Product, and you understand that no single function owns the customer alone
• Curious about how software products work and motivated to develop real product depth, without needing to be the one configuring it
• Self-aware about scope: you can go deep on the right things and resist the pull to disappear into every weed of every customer issue
• Startup-ready: comfortable with ambiguity, excited by building from scratch, and energized (not overwhelmed) by wearing multiple hats
• Experience / knowledge of government, procurement, grants, or compliance-adjacent industries
• Familiarity with tools like Jira, Pendo, Claude, Miro, Notion, Teamwork
• Based in the SF Bay Area with interest in regular in-person customer collaboration

Benefits

• Equity participation in a growing GovTech company
• In office (San Francisco)
• 100% employer-funded medical, dental, and vision insurance
• 401(k) with Profit Sharing Plan
• Flexible PTO
• $500 home office stipend
• Commuter stipend
• A defined seat on a coordinated Customer Accounts team that operates as one unit
• A direct line into Product and a leadership team that takes voice-of-the-customer input seriously
• A leadership team that values clarity, accountability, and continuous improvement

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