Customer Success Manager, PromisePay

Company Overview Promise modernizes how government agencies and utilities support people in financial difficulty. We build technology that makes it simple for residents to receive benefits, engage with assistance programs, set up flexible payment plans, and stay on track—while helping agencies increase efficiency, recover revenue, and deliver services with dignity. Our mission is to transform public systems so they work better for everyone, especially the most vulnerable. Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders. We work hard and believe deeply in what we do. We're looking for excellent people to build innovative, resilient technology. Backed by over $50 million in funding from top investors – such as Reid Hoffman, Howard Schultz, Michael Seibel, Y Combinator, 8VC, The General Partnership, First Round Capital, Kapor Capital, XYZ Ventures, and Bronze Investments – Promise has been recognized as one of Fast Company's "World's Most Innovative Companies of 2022,” “Forbes Next Billion-Dollar Startups 2024,” and Y Combinator’s #1 GovTech startup. ABOUT THE ROLE You will be the person who knows what is actually happening with our accounts: where adoption is strong, where it is stalling, where the political winds are shifting, and where there is room to expand and upsell. You will work directly with senior stakeholders inside utility companies, and municipal agencies, alongside our internal Product, Sales, Outreach, and Implementation teams. Your job is to make sure our customers get real value from Promise, and to make sure Promise never misses a signal that could turn into churn risk or expansion opportunity. WHAT YOU'LL DO - Own the relationship. Be the primary point of contact for a portfolio of large accounts, focusing specifically on those accounts utilizing Promise’s PromisePay services. Know the people, the politics, and the pressures inside each agency better than anyone else at Promise. Directly manage requests from our clients, efficiently providing responses and solutions to their inquiries - no question or request is too big or too small for you to manage. - Drive adoption. Monitor usage and engagement across your accounts. Identify where adoption is lagging and build the plan to fix it before it becomes a renewal problem. - Spot and drive expansion. Flag opportunities where an account is ready for a larger footprint and more Promise services, whether that's more programs, more departments, or a broader contract. Build the business case and hand it to Sales to close, then stay in the room as the customer's advocate. - Manage the handoff, both ways. Take over account relationships from the Sales team as implementation happens and stabilizes. When an account expands into new commercial territory, new pricing, or a new deployment, partner with the Implementation team for that phase and pick it back up once things are live again. - Close the loop with Product. Collect and prioritize product feedback from customers and route it back to the Product team with context, not just a list of complaints. Help Product understand why something matters to a customer and what problem it would solve, not just what the feature request was. - Manage renewal risk. Proactively track account health and get ahead of risk signals. If something is not working, say so internally, early, and clearly. Recruit help so that we can intervene and fix things. - Represent Promise in the room. Run regular business reviews with customer stakeholders. Come prepared. Never walk in cold. Take notes and report out with clear tasks and timelines. - Feed the institutional knowledge base. What you learn in the field belongs to the whole company. Document it and share it so the next person does not have to relearn it. WHAT WILL HELP YOU SUCCEED - 3+ years in customer success, account management, or delivery roles serving enterprise or public sector customers — utilities, state or municipal agencies, health and human services, or similarly regulated buyers. You have owned relationships where the customer could not simply churn quietly, and where a bad quarter shows up in a public meeting. - Strategic and Proactive Hands-on Approach. You develop strong relationships. You spot trends and issues before the client does and take action, as needed, to remedy them. You know the difference between a customer who is actively using the product/service vs. one that hasn’t fully embraced the solution and you know how to move them towards fully embracing our products and services. You are known as the best customer success representative that they work with. - You track the context of the client. You can read where a decision really sits and who has to say yes before anything moves. You staff the utility decision maker appropriately, helping them move to contact renewals and upsells. You understand what is important to them and you put that information in front of them. - Experience owning account health outcomes — renewal risk, adoption, or expansion — for a portfolio of large, complex customers. - You use data to make an argument, not to fill a slide. You can pull adoption and throughput numbers, figure out what is actually driving them, and turn that into a specific plan with a named owner and a date. - Willingness to travel up to 20–30% to be on site with customers. Some of the most important conversations in this role happen in-person. WHO THRIVES AT PROMISE You’ll love it here if: - You are energized by big, complex challenges and the opportunity to solve them. - You want your work to have a real, measurable impact on people’s lives. - You take ownership and run toward problems, not away from them. - You value clear, candid, and constructive communication. Promise is not for you if: - You prefer hierarchy and rigid structures. We operate with freedom and responsibility. - You are uncomfortable with change. We move fast, adapt often, and expect agility. - You want a typical corporate culture. We are mission-driven, ambitious, and direct. - You believe efficiency means “doing less.” We believe efficiency means doing better.   How We Enable Our People - 100% paid health coverage - Flexible time off (take what you need) and sick leave - Lunch, snacks, and coffee provided in office - Company retreats - Hybrid work: we deeply value in-person collaboration and are in-office or onsite at least 4 days a week Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws. To request a reasonable accommodation, please email accommodations@joinpromise.com. Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US. Promise participates in E-Verify. To learn more, view E-Verify Participation Notice and Right to Work Notice. https://www.notion.so/promisehq/E-Verify-and-Right-to-Work-Notice-36c700f194288084a365f8c30fd53993?source=copy_link