Customer Success Manager (Scaled/Digital) II

At Casebook PBC, our software makes people’s lives better. Our company is committed to empowering community well-being through the delivery of adaptive, research-based and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions help improve outcomes in human services. We are continually expanding and updating the Casebook Platform in the hopes that our technology will reach a broader array of agencies, and that we will push the entire industry to innovate and aspire to a higher standard. We are a mission-driven company, and by joining, you’ll be making that mission a reality.

OVERVIEW:

A team member at Casebook PBC plays a key role in advancing our mission to build technology to accelerate the end of poverty. They are dedicated to Casebook's vision: building and promoting the human services global operating system to accelerate the end of poverty. This individual exemplifies the Casebook values and works collaboratively to achieve the organization's goals.

As a Customer Success Manager (Scaled/Digital) at Casebook PBC, you’ll own retention, adoption, and advocacy across a high-volume portfolio of small-to-mid-sized customers in human and social services. You’ll partner closely with our Customer Onboarding Managers to receive accounts at “Value One,” then lead the ongoing success plan, drive measurable outcomes, and capture proof points (case studies, testimonials, shareable metrics). Your day-to-day blends digital-led, one-to-many engagement with targeted, high-impact touchpoints—so every customer consistently realizes value while we reduce risk and grow impact across the portfolio. 

CASEBOOK VALUES

• Impact: We strive to help improve the lives of vulnerable children, adults, families, and communities.
   

• Customer Commitment: We provide ground-breaking human services software products and exceptional customer experiences shaped by organizational needs and best practices.
   

• Teamwork: We collaborate with team members, customers, and other partners with mutual respect, encouraging meaningful relationships and open communication.
   

• Innovation: We find new ways to grow our product, company, and each other.
   

• Accountability: We accept responsibility for our actions, holding ourselves accountable for results.
   

RESPONSIBILITIES:

• Manage a scaled book (~150–200 accounts) using digital-led motions (plays, journeys, in-app/one-to-many programs) plus strategic 1:1 interventions for larger or at-risk customers.
   

• Own post-onboarding value attainment: maintain and iterate customer success plans; track milestones; document outcomes; and publish success stories, quotes, and metrics when possible.
   

• Monitor health, usage, and risk signals; trigger proactive plays and interventions to improve adoption, satisfaction, and renewal likelihood.
   

• Run periodic customer and executive business reviews tailored for public-sector/nonprofit stakeholders; translate operational impact into ROI/outcome narratives that support value realization, renewal,  and expansion.
   

• Work with Marketing and Community to deliver scaled enablement (office hours, webinars, resource hubs, short videos, in-app nudges) to help admins and end users succeed with minimal friction.
   

• Be the internal advocate for customers: synthesize feedback and collaborate with Product and Support to remove blockers and inform the roadmap.
   

• Maintain detailed documentation of customer activities, preferences, risks, and opportunities in ChurnZero.
   

Uphold Casebook’s mission and values in every interaction, with sensitivity to confidentiality, data protection, and the importance of the work our customers do.
 

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree or equivalent experience.
   

• 3–5+ years in B2B SaaS Customer Success or consulting, including experience with scaled/digital books or SMB segments.  Experience working in a human services nonprofit or government organization can substitute up to 2 years of SaaS experience.
   

• Strongly preferred: experience with government, public safety, courts/juvenile programs, re-entry, or nonprofit human services.
   

• Hands-on experience with a CS platform (ideally ChurnZero) and a CRM (HubSpot or similar).
   

• Proven retention/expansion impact and comfort owning renewals and expansions.
   

REQUIRED TECHNICAL / OTHER SKILLS AND ABILITIES:

• Portfolio management at scale: segmenting books, automating journeys/plays, and prioritizing high-leverage actions across 150-200+ accounts.
   

• Proficiency with ChurnZero (health scores, alerts, plays/journeys, renewal forecasting) and HubSpot (deals, pipeline visibility).
   

• Analytical: interpret product usage and account data to identify risks/opportunities and prescribe actions.
   

• Comfortable communicating with executives, program managers, and frontline practitioners; strong storytelling to connect outcomes with mission.
   

• Renewal ownership mindset: value-based conversations, objection handling, and coordination with customers and finance to land timely signatures.
   

• Enablement skills: create concise, scalable content (guides, videos, webinars, in-app nudges) and measure engagement.
   

• Empathy for mission-driven customers; some familiarity with public-sector procurement and compliance expectations (e.g., data privacy/security considerations) and nonprofit buying patterns.
   

• Organized, autonomous, and accountable -- able to context-switch quickly while maintaining quality and documentation hygiene.

Compensation:  $85,000 - 100,000 Salary + Bonus + Equity + Benefits 

Demo of Casebook: https://play.goconsensus.com/s738251ff