<h2>Hi! We're Forerunner.</h2><p>Forerunner builds modern software that helps local governments manage risk and strengthen resilience. We streamline critical workflows and make local-level risk data accessible, actionable, and scalable — empowering public servants to plan, respond, and adapt in a changing climate.</p><h2><strong>About the Position</strong></h2><p>We’re looking for a <strong>Customer Success Team Lead</strong> to manage a team of senior Customer Success Managers (CSMs) overseeing Forerunner’s enterprise accounts. In this role, you’ll drive customer health and expansion, coach a high-performing team, and ensure that Forerunner consistently delivers measurable value to our government partners.</p><p>You’ll be responsible for achieving key retention and growth metrics (ARR and health targets), monitoring account performance, and reporting results to leadership. You’ll also maintain a small book of business to stay close to customer needs and inform team strategy.</p><p>As a key leader within our Go-To-Market organization, you’ll work cross-functionally with Sales, Product, and Implementation teams to ensure seamless delivery and long-term success for our customers.</p><h2><strong>About You</strong></h2><p>You’re a seasoned customer success professional who thrives on building relationships and managing teams. You have experience driving strategic outcomes across complex customer portfolios and can balance data-driven management with empathy for your team and clients.</p><p>You might be a good fit if you:</p><ul><li>Have 8+ years of experience in Customer Success or Account Management in a SaaS or technology company, ideally managing enterprise or government clients.</li><li>Have prior experience managing or mentoring a team of CSMs or similar customer-facing roles.</li><li>Possess a strong understanding of ARR-based success metrics, customer health frameworks, and renewal/expansion motions.</li><li>Are analytical and data-oriented, able to translate customer insights and health indicators into actionable strategies.</li><li>Have excellent communication and interpersonal skills — you inspire confidence and collaboration across teams.</li><li>Are passionate about using technology to empower government organizations and improve civic outcomes.</li></ul><h2><strong>What You’ll Be Doing</strong></h2><h3><strong>Team Leadership &amp; Performance</strong></h3><ul><li>Lead and manage a team of senior CSMs responsible for Forerunner’s most strategic accounts.</li><li>Drive team performance toward ARR retention and customer health targets.</li><li>Conduct regular 1:1s to review progress, identify development opportunities, and proactively manage performance.</li><li>Own reporting and forecasting for renewal, expansion, and health metrics.</li></ul><h3><strong>Coaching &amp; Development</strong></h3><ul><li>Build a culture of accountability, growth, and shared success.</li><li>Provide consistent coaching, mentoring, and career development opportunities for your team.</li><li>Partner with CSMs, RevOps, Product, and Marketing to improve playbooks, enablement, onboarding, and ongoing education.</li><li>Support hiring, onboarding, and training of new CSMs.</li></ul><h3><strong>Customer Management &amp; Strategy</strong></h3><ul><li>Maintain a small portfolio of strategic accounts to stay connected to customer needs and inform strategy.</li><li>Partner with Sales and Product to ensure strong alignment from pre-sale through renewal.</li><li>Collaborate with Marketing and Product to surface customer stories, feedback, and insights that shape the roadmap.</li><li>Monitor customer health, identify risks or opportunities, and take proactive steps to ensure long-term success.</li></ul><h2><strong>Our Team Has a Lot to Offer</strong></h2><p>Forerunner is an early-stage company with an interdisciplinary team. We are motivated by seemingly intractable problems and work hard to support one another.</p><ul><li><strong>We’re mission-driven.</strong> Our mission orients our business strategy and pushes us to work with a sense of urgency. We spend time engaging with our partners in the field to deeply understand their real-world challenges.</li><li><strong>We’re a small team.</strong> You’ll quickly become an invaluable part of our organization and have a meaningful impact on our business and direction.</li><li><strong>We’re a nation-wide team.</strong> Our team works across the U.S., with offices in NYC, San Francisco, and Portland, ME. We support flexible schedules and value accountability, communication, and collaboration in return.</li><li><strong>We invest in your well-being.</strong> Forerunner offers competitive compensation, comprehensive health coverage, and a quarterly wellness reimbursement.</li><li><strong>The salary range</strong> for this position is $130,000 - $150,000 with an OTE of $175,000 - $215,000. This posting may span more than one career level. Compensation is determined based on a variety of factors, including skills, experience, and qualifications.</li></ul><p>Forerunner is an equal opportunity employer committed to embracing diversity and the perspectives of individuals from all backgrounds.</p><p> </p>

<p>Forerunner builds intelligent tools that help communities adapt to the impacts of climate change.&nbsp;We&nbsp;empower government agencies to access, understand, and mobilize local-level flood risk data at scale. This data, in turn, allows them to better communicate&nbsp;potential futures to residents and plan for a dynamically changing world.</p>

Customer Success Team Lead

About the Job

About the Company

Forerunner

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