Customer Success Manager

Washington, DC, United States

Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets.Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local.

Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe. Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe. The company recently acquired Capitol Canary, a market leader in grassroots advocacy software.

As a Customer Success Manager , you will be responsible for driving product adoption and building Trusted Advisor relationships with your customers. You will be expected to manage a portfolio of named accounts and meet or exceed revenue retention and expansion targets for your account portfolio.

About You

You have at least 3 years of experience serving as a Customer Success Manager or Account Manager for a Software-as-a-Service (SaaS) platform.

Proven track-record of helping customers drive sustained product adoption, customer satisfaction, and overall customer health.

Effective at developing relationships and driving action across various stakeholder personas and levels.

Proven ability to proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals.

Understanding of the customer journey and experience serving as a strategic advisor in translating customers’ goals into outcomes through ownership and execution of a customer success plan.

Ability to prioritize accounts to focus efforts based on perceived risk, potential growth, strategic value and renewal timeframe.

Well-versed in communicating value and guiding customers to achieve their defined business objectives.

Extensive experience leading effective and consistent customer Business Reviews based on defined rubric.

Ability to show users how they can make their work more impactful by adding products and/or services that enable them to advance their organization’s mission and goals.

You empathize with others’ unique situations and naturally channel empathy into advocacy.

You want to be a part of building and maintaining a diverse and inclusive team environment where you regularly express concern for team members’ success and well-being.

You are excited by the opportunity to have a positive impact on politics and may have worked on political campaigns or followed news for major issue areas (e.g., immigration, education, etc.).

You are an especially competitive candidate if you have experience with at least one of the following types of software: legislative tracking software (e.g., LexisNexis), grassroots advocacy software (e.g., NationBuilder), customer relationship management (CRM) software (e.g. Gainsight or ChurnZero).

About the Customer Success Team

We’re responsible for ensuring that clients have an amazing experience with Quorum.

We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space.

We are dedicated to every user’s success and address challenges quickly and creatively.

We act as staunch advocates for our clients, including identifying and responding to diverse client use cases.

We take pride in developing personal relationships with our users and our team.

We regularly support one another to ensure the success of our team and our clients.

We're very close as a company—we work together, hang out together, and we value each others' ideas and input.

We are a hybrid team with flexible work options: work remotely or choose to come into our vibrant, sunlit space in our modern, open concept office in Washington DC.

Our office building is located in the heart of downtown DC, easily accessible by metro, bus and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots.

Our team loves to spend time doing fun things outside of the office - both together and remote, which we call Quorum Fun events . Past Quorum Fun events have included apple picking, yoga, virtual art classes and wine tasting.

Base Salary: $63,000.00 – $85,000.00 (commensurate with experience)

Variable Compensation: Up to $12,500.00 in team retention and expansion bonuses

Flexible Paid Time Off

Paid Company holidays plus additional company-wide days off for team members to rest and recharge

Four Day Weekends for President’s Day, Memorial Day, Fourth of July and Labor Day

Free Subscription to the Calm App

Free Subscription to Linkedin Learning to support professional development

Invest in Yourself Days - one designated day per quarter is dedicated to your professional development!

One-time Work from Home Stipend

Choice of trans-inclusive medical, dental, and vision insurance plan options

Virtual and in-person team events

Bright sunlit open office concept with your own dedicated desk (if you want it)

Inclusion & Diversity Affinity Groups to support belonging

Quorum Is Working to Advance Pay Equity: What Does That Mean For You?

In an effort to continue to build a diverse and inclusive work environment that advances pay equity , Quorum has implemented a “No Negotiation” policy for base salary for new hires for roles that are currently staffed by three or more team members. This means that candidates for the Customer Success Manager role cannot negotiate Quorum’s base salary offer.

Here’s our promise to you:

We will not ask you what you are currently earning.

We will consider years of relevant experience, relevant professional certifications/education, and performance expectations in setting what we believe is a competitive, fair base salary offer.

We will be transparent about our compensation structure (see above) so that all candidates have equal access to compensation information and can make an informed decision about whether or not Quorum is the right workplace for them.

If you are interested in learning more about how negotiation impacts pay equity and/or why other start-ups have decided to implement a “No Negotiation” policy of some type, here are a few resources: Project Include , AAUW , Ministry for Women , Magoosh .

Note: Quorum does not endorse or verify any of the information provided in the resources on the impact of negotiation on pay equity. We provide these resources simply to increase awareness of a topic we believe is important for both employers and candidates to consider.

We comply with all requirements for US government federal contractors issued by the OFCCP, IFR, and the terms of our government contracts.

How many years of experience do you have serving as a Customer Success Manager or Account Manager for a Software-as-a-Service (SaaS) platform?  *

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Demographic Questions At Quorum, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law.

Quorum believes that diversity and inclusion among our team members is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please email [email protected] .

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Quorum is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment:  (1) disabled veterans; (2) recently separated veterans; (3) active duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans.

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If you believe you belong to any of the categories of protected veterans listed above, please indicate by making the appropriate selection for the veteran status question below.

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Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

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