Customer Success Manager (Agencies/Entities)

About the Role

We're hiring a Customer Success Manager to own, grow, and deepen relationships with the government agencies and public entities that use Civic Marketplace to run their procurement. You'll be their primary point of contact; guiding them from onboarding through to long-term adoption, helping them navigate the platform, and making sure they consistently get value from us.

This is not a passive support role. You'll be expected to create momentum: reaching out proactively, chasing down open items, following up on quotes, scheduling demos, and keeping every client moving forward. You'll work closely with our VP of Agencies, Director of Engagement, and VP of Strategic Partnerships (a tight-knit, experienced team that moves quickly and holds itself to a high standard).

The right person for this role shows initiative before being asked, persistence without being pushy, and genuine ownership over outcomes - not just activities.

What You'll Do

Own client success and retention

• Serve as the primary point of contact for a portfolio of government agencies and public entities

• Ensure clients are actively using Civic Marketplace and seeing tangible value from it

• Own retention and satisfaction metrics across your accounts, with client outcomes as the measure of success

• Track open requests, quote activity, and follow-up items; make sure nothing falls through the cracks

Drive outreach and engagement

• Conduct proactive outreach to agencies via phone and email, including personalised follow-up after initial contact

• Schedule and coordinate demos, onboarding sessions, and training calls

• Chase down suppliers for bids and responses on behalf of agency clients where needed

• Maintain a high contact rate and keep a healthy cadence of touchpoints across your account list

Support the full client lifecycle

• Guide agencies through onboarding and initial platform adoption

• Provide training and ongoing education to help clients use Civic Marketplace effectively

• Identify and resolve issues early, escalating where necessary and following through to resolution

• Conduct regular check-ins and business reviews to assess satisfaction and surface growth opportunities

Coordinate and collaborate

• Work closely with the Agencies and Entities Team (VP of Agencies, Director of Engagement, and VP of Strategic Partnerships) to align on priorities and share account intelligence

• Feed client insights back into the product and go-to-market teams to inform platform improvements

• Support go-to-market initiatives that drive agency acquisition and deeper platform engagement

• Coordinate across internal teams to ensure client needs are addressed quickly and completely

Why You'll Love This Role

Real ownership from day one

You'll carry a real portfolio of government clients and be accountable for their success (not just for completing tasks).

Mission-driven work

Help local governments run better procurement; giving agencies access to more vendors, including SMBs and diverse suppliers, faster and more efficiently.

Work with an experienced, international team

You'll sit alongside seasoned professionals in a team that takes success seriously, shares knowledge generously, and moves quickly. And while our marketplace is focused on the US, our ambition is global. Our operations and tech teams are based in the UK, with colleagues as far afield as India, Zimbabwe, and Jordan, so you'll be joining a genuinely diverse, international company from day one.

Fast-moving environment

Be part of a high-velocity team building the future of public procurement; where your work has direct impact and visibility.

You Might Be a Good Fit If You:

Create momentum rather than waiting for it

• You see where a prospect, client request, or follow-up is stalled and take initiative to move it forward (without needing every next step handed to you)

• You're comfortable initiating contact: picking up the phone when an email won't cut it, making the ask, and engaging people you've never spoken with before

Show respectful persistence with good judgement

• You're not easily discouraged by unanswered calls, delayed responses, or an initial "not now"

• You know how to follow up professionally, try a different angle, and keep working toward a useful outcome without becoming abrasive or tone-deaf

Drive outcomes, not just activity

• You don't measure success by whether you made the call or sent the email; you care whether the demo was scheduled, the training confirmed, the issue resolved

• You take ownership of loose ends: when something lands in your queue, you feel responsible for seeing it through, escalating it, or clearly handing it off

Have builder instincts

• If a playbook is missing, you write the first draft; if a process could be more efficient, you figure out how to improve and automate it

• You're excited by the opportunity to build and scale a function from the ground up, not just execute within an established one

• You're genuinely AI-native: you reach for AI tools naturally, use them to work smarter, and are curious about what else they could do

Have relevant experience

• 1–3 years in Customer Success, Account Management, or a client-facing coordination role

• Experience in B2B SaaS, marketplaces, or public sector is a strong plus

• Comfortable with CRM tools, outreach tracking, and keeping structured records of client interactions

• Bonus: experience working with government agencies, procurement processes, or SMBs

Maintain energy and optimism in repetitive work

• Outreach, follow-up, scheduling, and tracking can become routine; the right person keeps a high service level and genuine sense of purpose even when the work requires repetition

• You bring warmth and professionalism to every interaction, whether it's a first call or a tenth follow-up

Are based in the Central Time zone or further East

• This is a fully remote role. To collaborate effectively with our team, candidates must be based in the Central Time zone (CT) or further East (ET)

• Unfortunately, we are not able to consider candidates in time zones west of CT

Interview Process

We move fast. Getting back to someone today beats tomorrow, and our process reflects that mindset. Please keep us posted on your timeline so we can accelerate where needed. All interviews are conducted via video conferencing.

How We Work at Civic Marketplace

Build Bridges to Help Customers Win

We are obsessively focused on helping both agencies and suppliers succeed.

High Velocity, High Ownership

We move quickly, make decisions, and take ownership of outcomes.

In the Arena

We stay close to our users; learning directly from their experiences to build better products.

Learning Quotient

We prioritise rapid learning, iteration, and continuous improvement as a core advantage.

Benefits

• Competitive salary + early-stage equity

• Comprehensive medical, dental, and vision insurance

• Flexible PTO

• Regular team offsites (international)

• Opportunity to help build a category-defining company in public procurement