Customer Success Manager, SymPro

About this role

We are excited to speak to you about this opportunity. If you are interested in joining our growing team, please apply to this linkdirectly.
Who we are
At Aquila, we invest in category-defining B2B/B2G software companies globally, acting as a thought-partner, striving for the success of our companies in the long term. We are a well-managed, profitable company that operates like a startup with the financial backing of a parent company. For our people, this means limitless possibilities.
We are unapologetically unique, pivoting to respond to the needs of the multiple markets we operate in. We have ambitious goals, and we are looking for genuine contributors with integrity, energy, flexibility, and loyalty. We are investing in building future leaders who can take an idea and make things happen.
Who we need
At SymPro, an Aquila company and part of Constellation Software, we provide treasury management software that supports investment, debt, and cash management operations for public sector organizations across North America. With more than 400 customers, we help government agencies and public institutions improve financial accuracy, reporting, and operational efficiency in complex treasury environments. Backed by the stability of Constellation Software and the long-term ownership model of Aquila, SymPro combines the strength of an established business with the agility of a focused, product-led software company.
Reporting to the Sales and Marketing Manager, we are hiring a Customer Success Manager to build and strengthen relationships with our existing public sector customers across North America. As our new Customer Success Manager, you will be the primary point of contact for government agencies and public institutions using our treasury management software, ensuring they receive the attention, guidance, and support they need to get the most from our solutions. You will take ownership of customer relationships, work closely with internal teams to address their needs, support renewals, and identify opportunities to introduce additional products and services.
This is a full-time, remote role based in the United States or Canada.
What’s in it for you
Make customer success your own. We have spent decades building relationships with public sector organizations, and many of our customers have been with us for years. You will have the opportunity to take ownership of these relationships and help shape a more proactive, personalized approach to customer success. You will bring your ideas and experience to how we engage customers, anticipate their needs, and ensure they continue to feel valued and supported.
Build meaningful relationships around a proven and evolving product. We have an established presence in the public sector treasury management market and have invested in modernizing our investment, debt, and cash management solutions. You will work directly with the people responsible for managing public funds, helping them get more value from the technology they use and supporting their transition to our newer, cloud-based solutions. You will have the opportunity to strengthen longstanding customer relationships, introduce additional capabilities, and help customers see the benefits of our continued investment in our products.
Expand your commercial skills and career opportunities. You will gain experience beyond traditional customer success, combining relationship management with renewals, account expansion, and inside sales opportunities. You will work closely with Sales, Support, and leadership, gaining insight into how customer relationships contribute to business growth. As you develop your skills, you may have opportunities to move into broader customer success, account management, sales, or leadership roles within SymPro and the wider Aquila organization.
As our new Customer Success Manager, you will

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Own and strengthen customer relationships. You will build trusted, ongoing relationships with an assigned portfolio of SymPro customers and become their consistent point of contact after implementation. You will proactively check in, understand how clients are using our products, confirm they are getting value from the platform, and ensure they feel known, supported, and connected to SymPro.

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Improve retention and renewal readiness. You will stay close to customer sentiment, usage patterns, open items, and renewal timing to identify accounts that need attention before concerns become risks. You will support the renewal process for assigned accounts, help customers understand SymPro's ongoing value, and coordinate next steps that support long-term retention.

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Create a more connected customer experience. You will work across Implementation, Support, Sales, and leadership to keep customer needs moving forward. When a client has a question, concern, invoicing need, contract detail, billing change, or account administration issue, you will help route it, track it, and ensure the right people are involved through to resolution.

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Guide migrations and relationship-led expansion. You will help customers understand the value of moving to newer SymPro products where appropriate. You will also identify opportunities to introduce additional products, modules, and services, own smaller add-on conversations, and partner with Account Executives on larger or more complex opportunities.

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Maintain clear account visibility. You will keep accurate records of customer conversations, account activity, renewal status, risks, opportunities, and next steps in the CRM. You will help SymPro create a more consistent view of account health and ensure customer information is current, actionable, and easy for internal teams to use.

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Turn customer insight into action. You will gather feedback, identify patterns, and share what you are hearing with Sales, Support, Implementation, Product, and leadership. Your insight will help inform product, pricing, process, renewal, reference, and case study opportunities…