cleargov · Calgary, Alberta, Canada; Toronto, Ontario, Canada; United States, Remote · Americas
<div class="content-intro"><h3><span style="color: rgb(1, 49, 131);"><strong>About ClearGov</strong></span></h3> <p><strong>ClearGov is building the modern financial operating layer for the public sector.</strong></p> <p>We help US local governments and school districts plan, budget, report, and communicate their finances with clarity and confidence. From long-term planning to financial reporting, compliance, and transparency, our platform connects the work finance teams are already doing and makes it easier to deliver for their communities. <br><br>Today, more than 2,000 public sector organizations use ClearGov, and we continue to expand our platform and reach as we grow.</p> <h4><strong><span style="color: rgb(1, 49, 131);">Our Core Values</span></strong></h4> <ul> <li><span style="color: rgb(1, 49, 131);"><strong>Be Clear & Credible </strong></span> <ul> <li>We are authentic in our interactions, communicating with clarity, speaking with honesty, and following through with consistency. We turn transparency into our greatest competitive advantage. </li> </ul> </li> <li><strong><span style="color: rgb(1, 49, 131);">Be Human</span> </strong> <ul> <li>We are human partners to our colleagues and customers and lead with consideration and kindness - making space for others to do the same. We turn empathy into a shared strength.</li> </ul> </li> <li><strong><span style="color: rgb(1, 49, 131);">Be Better Together</span> </strong> <ul> <li>We are committed to building an inclusive community where everyone thrives. We share successes, support each other through challenges, and show up for our teammates the way we show up for our customers. We turn togetherness into our greatest advantage and collaboration into our greatest multiplier.</li> </ul> </li> <li><strong><span style="color: rgb(1, 49, 131);">Be Honourable/Honorable</span> </strong> <ul> <li>We are responsible to our colleagues and customers. We bring our full selves to every conversation, every project, every decision, and every relationship. We act with intention, deliver on our commitments, and lead with integrity - even when no one is watching. We turn honour into the foundation that powers everything we do.</li> </ul> </li> <li><strong><span style="color: rgb(1, 49, 131);">Be Connected</span></strong> <ul> <li>We are culture builders where people are seen, welcomed, and celebrated. We show up in every interaction - the laughs, the wins, the hard days. We turn connection into opportunities for people to feel they belong.</li> </ul> </li> </ul> <h4><strong><br><span style="color: rgb(1, 49, 131);">What Makes You a Great Fit</span></strong></h4> <ul> <li>You take ownership and follow through</li> <li>You communicate clearly and effectively</li> <li>You're comfortable solving problems and figuring things out</li> <li>You learn quickly and adapt as things change</li> <li>You care about the team, not just your own work</li> <li>You bring a sense of humor and perspective to what you do</li> </ul></div><h4><span style="color: rgb(0, 0, 0);"><strong>About the Role</strong></span></h4> <p>ClearGov is seeking a structured, value-focused Customer Success Manager (CSM) to own the end-to-end health, value realization, retention, and upsell of a medium account portfolio of 100–150 customer accounts. Operating in a mid-touch to high-touch engagement model, you will balance personalized executive relationships with scalable operational efficiency.</p> <p>As a trusted partner to government finance leaders and department heads, you will leverage process mapping, deep product knowledge, and technical integration understanding to mitigate churn, drive adoption through our Journey Model, and articulate clear ROI.</p> <p><span style="color: rgb(0, 0, 0);"><strong>Key Performance Indicators</strong></span></p> <ul> <li><strong>Retention & Growth:</strong> Net Retention Rate (NRR), Gross Retention Rate (GRR), Expansion (Upsell/Price Increase)</li> <li><strong>Forecast Accuracy:</strong> Maintain accurate, predictable quarterly retention, churn risk, and expansion pipeline forecasting across your portfolio</li> <li><strong>Stakeholder Engagement: </strong>Maintain multithreaded account coverage and executive engagement across your book, and ensure customers actively participate in the Journey Model</li> </ul> <h4><strong>What You'll Do (Key Responsibilities)</strong></h4> <ul> <li><strong>Cadence & Milestone Execution: </strong>Lead monthly milestone based meetings (QBRs, EBRs, Partnership Reviews, Renewals), Admin/Technical Check-ins. </li> <li><strong>Value Realization & Success Planning: </strong>Translate product capabilities and integration protocols into measurable business outcomes, shifting conversations from product mechanics to ROI. Build Success Plans for 100% of your portfolio.</li> <li><strong>Revenue & Retention Forecasting: </strong>Deliver data-driven forecasts for renewals, downsell risks, and expansion opportunities; partner with CS Ops/RevOps on Salesforce stage exit criteria, rate increase workflows, and pipeline data integrity.</li> <li><strong