About the roleAs a Customer Success Manager, you will own the ongoing success of a full book of business - from onboarding through renewal - ensuring every account realizes measurable value from Forerunner and grows into a durable, trusted partnership. You'll work at the intersection of relationship management, product adoption, and account growth, partnering with Sales, Product, and Engineering to keep outcomes on track.
What you'll doCustomer Health & Retention- Serve as a trusted advisor to your accounts, understanding their workflows and goals well enough to guide them toward renewal.
- Own customer health across your portfolio, using data and regular check-ins to catch risk early and keep accounts moving toward measurable outcomes.
- Guide customers through public-sector and regulated-industry decision cycles with patience and clear communication.
Product Adoption- Partner with the Deployment Specialist to take a clean handoff at go-live and carry momentum into the ongoing success phase.
- Drive adoption through user communications, customized in-app onboarding, and continued learning so customers get full value from their investment.
- Configure customer environments and settings as needs evolve, using both the product front end and Forerunner's internal tools.
Account Growth- Identify and pursue expansion opportunities - upsells, add-ons, and cross-sells - within your accounts.
- Partner with Sales and leadership to build the case for expansion and drive it to close.
Cross-Functional Partnership- Share customer feedback, ideas, and concerns with Product and Engineering to inform the roadmap.
- Evangelize customer success stories across your accounts to help build the broader Forerunner community.
Team Building- Contribute to the ongoing development of CS policy, process, and playbooks as an early member of a growing team.
What we're looking for- 4-6 years of professional experience in customer success, account management, or client services, with a track record of managing end-to-end renewals and proactively uncovering expansion opportunities within a portfolio.
- Experience serving government agencies or regulated industries - GovTech, floodplain management or flood insurance, GIS/mapping, or public-sector project management are all relevant backgrounds, though not required.
- Comfortable managing complex, public-sector relationships and decision cycles; experience partnering with government clients or supporting complex public-sector workflows is a plus.
- An excellent, empathetic communicator - you're often a customer's first point of contact, and building trust matters in our space.
- Detail-oriented and committed to quality, with genuine enthusiasm for creating customer value.
- Comfortable with a high degree of ambiguity - able to prioritize independently and take on responsibility as the team grows.
- Experience supporting SaaS software is preferred but not required.
You'll thrive in this role if you...- Believe in delivering measurable outcomes to customers, not just checking off tasks.
- Enjoy being a trusted point of contact and building long-term relationships.
- Are comfortable balancing day-to-day account management with longer-term account strategy.
Our team has a lot to offer.Forerunner is an early-stage company with an interdisciplinary team. We are motivated by seemingly intractable problems and work hard to support one another.
- We value in-person connection, so we keep offices in NYC, San Francisco, and Portland, ME. Roles can be hybrid or fully remote, depending on the work.
- We want you to be happy and healthy. Forerunner offers competitive compensation, health/vision/dental coverage, a 401k plan, and one expensed lunch per week. We also have a quarterly wellness reimbursement so you can define what "health" means to you.
- The salary range for this position is $90,000-$120,000 with an OTE of $105,000-$135,000. This posting may span more than one career level. Compensation is determined based on a variety of factors, including an individual's skills, experience, and qualifications.
