Customer Success Team Lead

Hi! We're Forerunner.

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.

About the Position

We’re looking for a Customer Success Team Lead 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.

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.

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.

About You

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.

You might be a good fit if you:

• Have 8+ years of experience in Customer Success or Account Management in a SaaS or technology company, ideally managing enterprise or government clients.
• Have prior experience managing or mentoring a team of CSMs or similar customer-facing roles.
• Possess a strong understanding of ARR-based success metrics, customer health frameworks, and renewal/expansion motions.
• Are analytical and data-oriented, able to translate customer insights and health indicators into actionable strategies.
• Have excellent communication and interpersonal skills — you inspire confidence and collaboration across teams.
• Are passionate about using technology to empower government organizations and improve civic outcomes.

What You’ll Be Doing

Team Leadership & Performance

• Lead and manage a team of senior CSMs responsible for Forerunner’s most strategic accounts.
• Drive team performance toward ARR retention and customer health targets.
• Conduct regular 1:1s to review progress, identify development opportunities, and proactively manage performance.
• Own reporting and forecasting for renewal, expansion, and health metrics.

Coaching & Development

• Build a culture of accountability, growth, and shared success.
• Provide consistent coaching, mentoring, and career development opportunities for your team.
• Partner with CSMs, RevOps, Product, and Marketing to improve playbooks, enablement, onboarding, and ongoing education.
• Support hiring, onboarding, and training of new CSMs.

Customer Management & Strategy

• Maintain a small portfolio of strategic accounts to stay connected to customer needs and inform strategy.
• Partner with Sales and Product to ensure strong alignment from pre-sale through renewal.
• Collaborate with Marketing and Product to surface customer stories, feedback, and insights that shape the roadmap.
• Monitor customer health, identify risks or opportunities, and take proactive steps to ensure long-term success.

Our Team Has a Lot to Offer

Forerunner is an early-stage company with an interdisciplinary team. We are motivated by seemingly intractable problems and work hard to support one another.

• We’re mission-driven. 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.
• We’re a small team. You’ll quickly become an invaluable part of our organization and have a meaningful impact on our business and direction.
• We’re a nation-wide team. 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.
• We invest in your well-being. Forerunner offers competitive compensation, comprehensive health coverage, and a quarterly wellness reimbursement.
• The salary range 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.

Forerunner is an equal opportunity employer committed to embracing diversity and the perspectives of individuals from all backgrounds.