Customer Success Manager

State Affairs is the nation’s leading news and policy intelligence platform focused on state governments. We combine nonpartisan coverage of Statehouses across the country alongside state government data and AI-native tools into a singular platform. We inform and empower decision makers, policy professionals and citizens through our award-winning journalism and data – delivering profound insights to help our customers decode and act on state politics and policy. We’re building a category-defining business that will reshape America as we strengthen visibility into what’s happening and why at the state level. We are hiring a Customer Success Manager to join our team located in Miami, Florida or Washington, DC. As a Customer Success Manager, you will: Lead onboarding and early adoption for our tools/SaaS customers, ensuring fast time-to-value and strong product habits Translate customer goals into clear workflows and train users through live and recorded sessions Monitor engagement and account health, proactively identifying risk and driving retention Re-engage customers through enablement, refreshers, and feature education to sustain long-term adoption Identify and support expansion opportunities such as additional seats, teams, or state coverage Partner cross-functionally with Enterprise Account Directors, Support, Product, and Finance to deliver a seamless customer experience Capture and share structured customer feedback to inform product improvements and roadmap priorities Essential Qualifications for this position include: 5+ years of experience in Customer Success, Account Management, or a client-facing supporting and engagement SaaS role (this is not a sales position) Prior professional work experience using customer engagement or CRM tools Ability to onboard customers, drive product adoption, and reduce churn Ability to operate independently in a dynamic, high-volume environment Communication and presentation skills with the ability to explain complex tools simply Preferred Qualifications for this position include: Bachelor’s Degree preferred Experience working with policy, government affairs, or regulated-industry customers Prior experience in a startup or scaling SaaS organization Ability to build repeatable onboarding and enablement playbooks This is an in-office work opportunity and our team operates from the Miami, Florida office located in the Wynwood area and the Washington, DC office (located at L and 15th St. NW) 5 (five) days per week. State Affairs offers competitive compensation and a comprehensive benefits package to employees. The salary range for this role as it is posted is $100,000 to $140,000 (on target earnings) for candidates working from the State Affairs office in Miami, Florida or Washington, DC. The final job level and total compensation will be determined based on the education, qualification, knowledge, skills, ability, and experience of the final candidate(s), and calibrated against relevant market data and internal team equity. Benefits listed in this posting may vary depending on the nature of your employment with State Affairs. Candidates must be authorized to work in the United States without the need for current or future company sponsorship. State Affairs is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. State Affairs does not discriminate against applicants on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, veteran status, disability, or any other protected characteristic in accordance with federal, state, and local law. State Affairs is committed to providing reasonable accommodations for qualified individuals with disabilities as they go through our job application and interview process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] By submitting your application, you affirm the content contained therein is true and accurate in all respects. Please note that prior to employment, State Affairs will obtain background checks for employment purposes that may include, where permitted by law, the following: identify verification, prior employment verification, personal and professional references, educational verification, and criminal history. For certain roles, further background checks covering additional information and activities may be initiated. "By clicking "Submit Application" you are consenting to the use and retention of the information you have provided as set forth in the State Affairs Privacy Policy .

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