Customer Success Manager

Overview

Tolemi is seeking a Customer Success Manager to help our state & local government customers manage data-driven programs that address the nation’s housing crisis. You will support the adoption and expansion of Tolemi’s software suite used by public sector agencies to protect tenants, increase housing supply, preserve affordability, and revitalize neighborhoods.

The role is suited for candidates with a project management mindset and a deep understanding of housing policy & community development. Ideal candidates will have experience in data analytics and fluency in the public sector, as Tolemi provides governments with strategic guidance and capacity support.

You will lead complex municipal deployments, coordinate internal & external stakeholders, and drive adoption of innovative programs & policies using the Tolemi Platform.

If you are looking to join a mission-driven team with plenty of room to grow, Tolemi is the place for you.

Responsibilities

• Serve as a trusted advisor to municipal leaders, helping them adopt data-driven operations and innovative policy approaches.
• Translate housing challenges into platform solutions, workflows, and implementation strategies.
• Drive customer retention and growth by proactively managing a portfolio of clients, ensuring they see continued value in the Tolemi platform.
• Identify upsell and cross-sell opportunities by understanding customer needs, pain points, and potential product expansions.
• Coordinate implementation, deployment, and adoption of the Tolemi Platform for local government clients.
• Monitor key account health metrics to predict risk, increase renewals, and drive expansion conversations.
• Lead customer success initiatives such as best practices sharing, case studies, webinars, and thought leadership content.
• Partner with Product, Engineering, and Sales teams to align customer needs with product development.
• Manage customer support needs and coordinate internal technical resources to resolve issues efficiently.

Qualifications and skills

• Subject Matter Expertise:
• Community development and housing policy
• Rental property registration, licensing, and stabilization programs
• Strategic, proactive code enforcement
• Preferred: Experience working in or with the public sector

Customer & Sales Skills:

• Strong relationship management and consultative selling ability
• Excellent communication skills – ability to engage technical and non-technical stakeholder
• Preferred: Experience managing renewals, upsells, and customer expansion

Technical & Project Management Skills:

• Proven ability to manage projects, work toward deadlines, and prioritize tasks
• Experience using CRM tools (Salesforce, Asana, or similar) to track customer interactions and pipeline opportunities
• Preferred: Experience supporting a SaaS product and/or BI tools

Mindset & Team Fit:

• Proactive and self-motivated – able to anticipate client needs and take initiative.
• Comfortable multi-tasking and managing multiple accounts simultaneously.
• Excited to drive customer growth and contribute to company-wide revenue goals.
• Passionate about building more effective, efficient, and equitable governments.
• Ready to work in a collaborative, fast-paced environment.

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Professional development assistance
• Vision insurance
• Volunteer time off
• Work from home

Work Location: Hybrid remote in Boston, MA 02110