Customer Success Manager

SimpliGov - Customer Success Manager

About SimpliGov: SimpliGov is a high-growth tech startup listed on the GovTech 100 as one of the most influential technology companies addressing US government. Our cloud-based government modernization platform empowers state and local organizations to rapidly improve constituent and employee experiences through online forms and workflow automation. We are a no-code solution that integrates with existing backend systems, enabling lightning-fast implementations that deliver modern and efficient government services.

Role Overview: You will be the key partner helping valued customers achieve their strategic objectives and maximum value from their investment in SimpliGov. You'll own multiple customer relationships with key responsibilities of ensuring customer satisfaction and revenue growth, along with building long-term partnerships. You'll serve as the liaison between customers and the SimpliGov ecosystem, consulting with C-level executives while acquiring technical knowledge of SimpliGov's product functionality and tools.

Location: Remote or Hybrid

Key Responsibilities:

• Drive customer health, business alignment and customer value through identification and achievement of customer goals and verified outcomes
• Become expert on SimpliGov's products and services
• Develop trusted advisor relationship with customer executive sponsors and technical project leads
• Program-manage customer concerns and product enhancements
• Assist in workshops to help customers demonstrate full value of SimpliGov
• Identify expansion opportunities and drive customer growth on SimpliGov platform
• Establish regular cadence (weekly, monthly, quarterly) with each assigned client to review executive dashboards and program status
• Work with both technical and business teams to drive outcomes for SimpliGov customers
• Manage portfolio of strategic customers in ownership capacity while engaging in project-specific activities as needed
• Understand how customers are utilizing SimpliGov's solutions and recommend additional features to maximize subscription
• Provide technical problem assessment and communication for SimpliGov issues while engaging subject matter experts
• Drive ongoing customer activities and touchpoints from technical users to C-suite including cadence calls, site visits, technical and executive briefings, business reviews, customer education, and training activities
• Establish post-implementation adoption activities to monitor success of customer initiatives
• Serve as customer advocate in driving industry best practices and evolution of SimpliGov product and platform functionality
• Partner with Sales on renewal process and Professional Services engagements for customer portfolio

Qualifications:

• 4+ years relevant work experience with demonstrated client-facing experience
• Exceptional project management skills
• Prior experience in cloud/SaaS applications
• Exceptional verbal, written, social, presentation, and interpersonal skills for customer-facing role
• Experience developing product use-cases with customers
• Demonstrated self-directed ability to manage simultaneous, complex engagements with minimal supervision
• Experience presenting strategic business proposals to senior leaders and/or executives
• Skilled in advising customers in product best practices and optimal technical solutions
• Exceptional follow-through with ability to drive simultaneous and competing customer requests in high-paced environment
• Experience navigating and steering customer engagements to completion with high level of customer happiness
• Experience with public or government sector (preferred)
• Consulting background (preferred)
• PMP Certification or relevant training (preferred)

Compensation & Benefits: $80,000 - $120,000 base salary + benefits Medical, dental, and vision insurance, technology and transportation expense reimbursements, health club membership, 401(k) with company matching, and Freedom paid time-off policy.