At SimpliGov, you’ll be part of a mission‑driven team transforming how government works. We help state and local agencies modernize their processes and deliver better services to their communities. As a Customer Success Associate, you will gain hands‑on experience working with customers, technology teams, and real public‑impact projects—while developing the skills and experience needed to advance into a Customer Success Manager role.
Customer Success Manager
Location
United States
Posted
18 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
This is an incredible opportunity for a customer-obsessed professional who is equally passionate about making a real impact in state and local communities. As a Customer Success Manager (CSM) at SimpliGov, you will be a trusted partner helping government customers achieve their strategic objectives and realize maximum value from their investment in SimpliGov’s solutions and services.
- Manage a portfolio of accounts, ensuring customer satisfaction, retention, and expansion.
- Foster long-term executive relationships.
- Act as the voice of the customer, working cross-functionally with Sales, Product Management, Engineering, Professional Services, Marketing, and other teams.
- Engage with C-level executives, department heads, and technical project leads.
- Provide expert guidance on product functionality.
- Operate in a fully remote environment with planned travel to customer locations, industry events, and company gatherings.
Responsibilities
-
Customer Consultation & Engagement:
- Own and manage a portfolio of accounts with clear alignment at the project, program, and leadership levels.
- Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
- Help maintain customer documentation, success plan tracking, and account records.
-
Data, Insights & Reporting:
- Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
- Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
- Assist in gathering customer feedback and organizing it for internal teams.
-
Retention & Expansion:
- Convey value by demonstrating progress in the customer’s program outcomes.
- Hold Strategic/Executive Business Reviews to ensure value is realized at the leadership level.
- Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
-
Cross-Functional Coordination:
- Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
- Document product issues or enhancement requests and monitor progress toward resolution.
- Support internal process improvements, including the use of AI tools to increase efficiency where appropriate.
-
Customer Education:
- Identify and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.
- Maintain up-to-date knowledge of SimpliGov features to provide accurate guidance and direct customers to appropriate resources.
Qualifications
- 5+ years of relevant, client-facing experience in customer success, account management, or consulting (required).
- Strong background working with government or public sector clients (required).
- Proven ability to influence senior stakeholders and present strategic recommendations to executives.
- Operates with a bias to action and enthusiastically embraces change management.
- Highly organized with strong attention to detail and follow-through that thrives in a fast-paced, growing organization.
- Strong account management skills with a track record of managing complex, multi-stakeholder initiatives.
- Experience with SaaS/cloud-based applications and digital transformation programs.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated ability to create and execute adoption and success plans that drive measurable business outcomes.
- Skilled in developing product use cases and guiding customers on best practices.
- Passionate about public service and improving citizen experiences through technology.
- Eagerness to grow into a Senior or Enterprise Customer Success Manager role or into people management over time.
Benefits
- Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents.
- Company-sponsored life, short-term, and long-term disability insurance.
- 11 Paid holidays.
- Flexible time off.
- 401k plan with 4% employer match.
- Monthly home office stipend.
- Monthly wellness stipend.
Job Requirements
- 5+ years of relevant, client-facing experience in customer success, account management, or consulting (required).
- Strong background working with government or public sector clients (required).
- Proven ability to influence senior stakeholders and present strategic recommendations to executives.
- Operates with a bias to action and enthusiastically embraces change management.
- Highly organized with strong attention to detail and follow-through that thrives in a fast-paced, growing organization.
- Strong account management skills with a track record of managing complex, multi-stakeholder initiatives.
- Experience with SaaS/cloud-based applications and digital transformation programs.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated ability to create and execute adoption and success plans that drive measurable business outcomes.
- Skilled in developing product use cases and guiding customers on best practices.
- Passionate about public service and improving citizen experiences through technology.
- Eagerness to grow into a Senior or Enterprise Customer Success Manager role or into people management over time.
Benefits
- Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents.
- Company-sponsored life, short-term, and long-term disability insurance.
- 11 Paid holidays.
- Flexible time off.
- 401k plan with 4% employer match.
- Monthly home office stipend.
- Monthly wellness stipend.
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