Customer Success and Community Manager

# ABOUT SOUTRON GLOBAL
Soutron Global builds the technology that libraries, archives, and museums run on. Our public library portfolio includes Apollo, the cloud-native integrated library system (ILS) trusted by roughly 1,000 smaller public libraries with approximately 99% logo retention; VERSO, our ILS for mid-size public libraries and consortia; and SHAREit, the resource-sharing and interlibrary loan network that connects libraries across states and regions. Apollo joined Soutron in July 2026. Soutron Global is backed by Bloom Equity Partners.
# ABOUT THE ROLE
This is the first dedicated customer success seat on Soutron’s public library base — well over a thousand library locations, most of them small, all of them running software they genuinely like. Logo retention on Apollo is approximately 99%.
So this is not a churn job. It is a reach-and-engagement job. The single biggest constraint on this base is not risk; it is that nobody is talking to it. Our customers are librarians in small public libraries, and they are already talking to each other constantly — in Facebook groups, on state library association listservs and forums, in ALA and PLA communities, and at state conferences. Your job is to be present and useful in those places, run programs that reach the whole base at once, and turn that engagement into adoption and module attach.
You will own product lines, not an account list. You are the person the Apollo and VERSO communities know by name — the one who runs the release walkthroughs, answers the question in the group thread, hosts the office hours, and knows which library solved the problem the next library is about to ask about.
What this role is not: it is not a named-account enterprise CSM seat, and it does not carry renewal administration or renewal forecasting — those sit with Renewals and Sales Operations. If your experience is thirty enterprise logos and a renewal calendar, this will be a frustrating job and we would rather say so now.
# WHERE THE WORK HAPPENS
These are the venues we believe matter for this base. Part of your first 90 days is telling us which of them actually do. Channel What you do there Why it matters Facebook groups and peer forums where public librarians already gather Be a known, useful, non-salesy presence. Answer questions. Notice patterns. This is where our buyers and users actually talk. Reach here is free and compounding. Apollo and VERSO user communities and user groups Run them. Release walkthroughs, office hours, feature clinics, peer showcases. Converts a support relationship into a product relationship. State library association listservs, forums, and conferences Present, sponsor sessions, build relationships with state library agencies. State-level networks drive both retention and referral in this market. In-product and email programs Onboarding tracks, adoption nudges, module education, seasonal campaigns. The only way to touch a thousand libraries without a thousand calls. Webinars, recordings, and self-serve content Build a library of short, practical, workflow-specific material. Answers the same question once instead of two hundred times.
# KEY RESPONSIBILITIES

Community ownership and engagement

- Build and own the Apollo and VERSO customer communities — where they exist today, and where they need to be created.
- Show up where librarians are already talking, as a credible participant rather than a vendor voice, and become the recognized Soutron face in those venues.
- Run a standing program calendar: release walkthroughs, office hours, feature clinics, and peer showcases.
- Surface and connect customers to each other. Peer proof moves this market more than anything we say ourselves.
- Develop references, case studies, and advocates in partnership with Marketing.

Product Expertise and Advocacy

- Be the customer-facing owner for your assigned product line or lines — the person the base knows by name and the internal person who knows the base best.
- Know your product properly: not just what it does, but how a librarian uses it on a Tuesday morning.
- Own release communication and education for your product line end to end.
- Represent your line internally to Product, Support, and Engineering with evidence rather than anecdote.

Low-touch, high-engagement programs

- Design and run one-to-many programs that reach the whole base rather than a managed tier: onboarding tracks, adoption campaigns, in-product messaging, and email sequences.
- Segment the base by product, size, tenure, and module penetration, and target programs accordingly.
- Use automation deliberately, so coverage does not scale with headcount.
- Kill programs that do not work and say why.

Adoption and module attach — the commercial outcome

- Grow module attach across the base — patron notification, events and room booking, acquisitions, and adjacent modules — against a defined penetration target.
- Drive adoption of the features that correlate with retention and expansion, and establish which those are.
- Source and qualify SHAREit resource-sharing and interlibrary loan interest inside the Apollo base, and hand shaped opportunities to Inside Sales to close.
- Be accountable for net revenue retention on the base as an outcome, delivered through engagement and attach rather than through individual renewal negotiation.

Signal, measurement, and voice of customer

- Stand up a lightweight, automation-first health and engagement view for the base. Today there is no health scoring, no NPS or CSAT program, and no cohort retention reporting.
- Launch NPS or CSAT on a cadence with a closed loop, sized for a base this large — not a manual survey program.
- Flag at-risk accounts to Renewals and Sales with the context they need; you spot the signal, they run the commercial play.
- Quantify and escalate systemic issues: defect patterns, release quality, documentation gaps, and long-standing feature requests.
 
# WHAT SUCCESS LOOKS LIKE

First 90 days

- Fluent in your product line and able to run an unassisted walkthrough for a library director.
- A mapped inventory of where this base actually congregates online and offline, with a recommendation on which venues to invest in and which to ignore.
- An active, credible presence established in at least [three] of them.
- A published program calendar for the next two quarters.
- A baseline you can defend: module penetration, engagement reach, and whatever health signal is obtainable from existing data.

First six months

- A running program cadence — release education, office hours, and onboarding track — with measured participation.
- A user community with genuine peer-to-peer activity, not just broadcast.
- Module attach improved against the day-one baseline, with the improvement attributable to specific programs.
- [X] qualified expansion or cross-sell opportunities handed to Inside Sales.
- NPS or CSAT running on a cadence with a first read the business can act on.

First year

- Net revenue retention on the base durably above its entry level, with the drivers identified and repeatable.
- A community and program model a second person could be hired into without redesign.
- Measurable engagement reach across the majority of the base.
- A reference library and an advocate network that Sales and Marketing actively use.
- Systemic product and support issues surfaced with evidence and materially reduced.

QUALIFICATIONS

Required

- Three to five years in customer success, community management, customer marketing, or customer education in B2B SaaS, in a scaled or digital model covering hundreds of accounts — not exclusively named-account work.
- Demonstrated experience building or running a customer community: forums, user groups, social channels, or peer programs. You can point to something you built and how it grew.
- Experience designing one-to-many programs — webinars, onboarding tracks, email or in-product campaigns — with measured results.
- Strong written communication and a public voice. Most of your contact with this base will be written, one-to-many, and visible.
- Comfortable building a view from raw data: CRM exports, product usage, support history.
- Commercial literacy — you understand that engagement is the mechanism and adoption and attach are the outcome.

Preferred

- MLIS, librarian, or library operations background. Someone who can talk to librarians as a peer has a genuine advantage in this seat, and we will weight it heavily.
- Direct experience with an ILS or library services platform — Apollo, VERSO, Polaris, Sierra, Symphony, Koha, Atriuum, Alexandria, Destiny, or similar.
- Experience with public-sector or institutional customers on annual budget cycles.
- Experience running an annual user conference or a regional user group program.
- Experience in a business integrating an acquisition, across two products with two inherited service models.

COMPETENCIES AND ATTRIBUTES

- Community instinct: naturally builds relationships at scale and enjoys it. Reaches for a program or a group thread before reaching for a calendar invite.
- Credibility with practitioners: librarians can tell within five minutes whether someone has bothered to learn their world. This person has, or obviously will.
- Scaled thinking: instinctively asks how a play reaches a thousand libraries, not one.
- Builds the missing structure: ships a rough first version and improves it rather than waiting for tooling or permission.
- Commercial ownership: treats attach and retention as numbers they carry, not outcomes that happen to them.
- Data-driven: can say which signal actually predicts adoption or churn in this base, and why.
- Public voice: writes and presents well enough to represent the company in a room full of customers, unsupervised.
- Intellectual honesty: reports the program that failed and the metric that went the wrong way, without being asked.
- Ambiguity and judgment: effective where processes, metrics, and ownership are not fully defined. Sound decisions on incomplete information.

COMPENSATION

- Base salary range: $95,000 – $110,000
Actual compensation is determined by experience, skills, and work location. The published base range is provided in accordance with applicable pay transparency law.
# WHAT WE OFFER

- Medical, Vision, Dental, 401k (US)
- Fully remote work within the United States
- A loyal, high-retention customer base that nobody has systematically engaged yet — genuine greenfield, and you design it
- Product-line ownership and a public-facing mandate