Customer Success Manager

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Take ownership and manage a portfolio of accounts, ensuring alignment at the project, program, and leadership levels.

• Drive adoption through a consultative approach by implementing success plans, nurturing relationships, and providing valuable performance insights.

• Assist in maintaining customer documentation, tracking success plans, and managing account records.

• Monitor customer utilization and adoption metrics, identifying trends or risks for the CSM team.

• Prepare dashboards, meeting summaries, and materials for Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).

• Help in collecting customer feedback and organizing it for internal teams.

• Demonstrate value by showcasing progress in the customer’s program outcomes.

• Conduct Strategic/Executive Business Reviews to ensure that value is recognized at the leadership level.

• Identify and support expansion opportunities by collaborating with Sales to enhance customer adoption and meet business objectives.

• Work alongside Product, Support, and Professional Services teams to ensure customers receive synchronized and consistent service.

• Document product issues or enhancement requests and track progress toward resolution.

• Support internal process improvements, including leveraging AI tools to enhance efficiency where applicable.

• Identify and facilitate training sessions, webinars, and resources that assist customers in increasing adoption and following best practices.

• Keep current with SimpliGov features to provide precise guidance and direct customers to the right resources.

⛳️ Requirements

• Minimum of 5 years of relevant, client-facing experience in customer success, account management, or consulting (required).

• Strong experience working with government or public sector clients (required).

• Demonstrated ability to influence senior stakeholders and present strategic recommendations to executives.

• Operates with a proactive approach and enthusiastically embraces change management.

• Highly organized with great attention to detail and follow-through, thriving in a fast-paced, growing organization.

• Strong account management skills with a proven record of handling complex, multi-stakeholder initiatives.

• Experience with SaaS/cloud-based applications and digital transformation programs.

• Exceptional communication, presentation, and interpersonal skills.

• Proven ability to create and implement adoption and success plans that lead to measurable business outcomes.

• Skilled in developing product use cases and advising customers on best practices.

• Highly organized with excellent follow-through and the capacity to manage multiple priorities in a fast-paced environment.

• Passionate about public service and enhancing citizen experiences through technology.

• Willingness to grow into a Senior or Enterprise Customer Success Manager role or transition into people management over time.

🏝️ Benefits

• Medical, dental, and vision insurance plans, featuring significant employer contributions for both employees and their dependents (contributions based on base-level plan; buy-up plans available at additional costs).

• Company-sponsored life, short-term, and long-term disability insurance.

• 11 paid holidays.

• Flexible time off.

• 401k plan with a 4% employer match.

• Monthly home office stipend.

• Monthly wellness stipend.