Customer Success Manager (Account Manager)- Texas

Strategic Account Manager

Reporting to: Director of Customer Success

Location: Remote (must reside in Texas). Required travel to national conferences, primarily in the Midwest and Texas regions (approximately 30%).

Type: Full-time

Role Summary

The Strategic Account Manager is responsible for supporting the unique needs of a key regional market: Texas. This role manages the full lifecycle of customer success for the organization’s most strategic, high-value accounts — including onboarding, training, engagement, and renewal — while also acting as a trusted advisor and advocate for customers within the region.

This individual plays a critical cross-functional role by capturing, synthesizing, and communicating customer insights that help guide product development, marketing strategies, and internal priorities. The position is ideal for someone who can quickly build trust with public sector leaders, thrives in a high-accountability environment, and is passionate about translating customer experience into strategic business value.

Core Responsibilities

Regional Customer Success

● Manage the ongoing customer lifecycle for approximately 15 high-value accounts, including onboarding support, training, regular check-ins, identifying expansion opportunities, and renewal management.
● Serve as the primary day-to-day contact for key accounts, ensuring proactive communication and strong relationship health in partnership with the Sales team.
● Lead customer handoff meetings for high-value clients while coordinating with internal teams responsible for operational processes.
● Identify and communicate prioritized customer feedback to Product and leadership, highlighting trends, opportunities for improvement, and potential areas for upsell, expansion, or new business.
● Identify and attend relevant regional events and meetings in addition to national conferences.

Amplifying the Voice of the Customer

● Work cross-functionally with Customer Success, Product, and Marketing teams to ensure customer needs and feedback are incorporated into internal decision-making.
● Partner with Marketing leadership to maximize customer value and engagement at conferences, user events, and industry gatherings.Analyze and summarize key customer trends, insights, and success stories from high-value accounts, presenting actionable feedback and ROI-driven opportunities to product and leadership teams.

Key Performance Indicators (KPIs)

1. Account Health and Retention

Maintain strong relationships with regional customers, measured through engagement levels, quarterly business reviews (QBRs), expansion opportunities, and renewal metrics such as Net Revenue Retention (NRR).

2. Successful Renewals

Establish a clear path to renewal for each assigned customer. Proactively identify at-risk accounts, define success milestones, and collaborate with cross-functional teams to ensure customers achieve value and continue expanding their partnership.

Success in This Role Looks Like

● High-value customers consistently renew and grow
● Maintain and improve renewal rates across assigned accounts through proactive engagement, strategic guidance, and ongoing support.
● Customer success stories are captured and shared
● Identify and develop measurable ROI stories, with at least 3–5 customers per year participating in reference activities such as case studies, testimonials, webinars, or peer referrals.
● Strong cross-functional collaboration
● Partner closely with Sales, Product, and Engineering teams to drive customer success.
● Maintain regular communication with sales leadership and product stakeholders to surface risks, opportunities, and insights within key accounts.