Customer Success Manager

Position: Customer Success Manager

Location: Remote or Hybrid

SimpliGov is a high-growth tech start-up listed on the GovTech 100 as one of the most influential technology companies addressing the 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:

The Customer Success Manager (CSM) is the key partner helping our valued customers achieve their strategic objectives and maximum value from their investment in SimpliGov. You will own multiple customer relationships with key responsibilities of ensuring customer satisfaction and revenue growth, along with building long-term partnerships with SimpliGov. Additionally, the CSM serves as the liaison between the customer and the SimpliGov ecosystem, streamlining partnership with Product Management, Engineering, Professional Services, Education, Marketing, and others.

You are comfortable consulting with C-level executives, backed by a solid understanding of their business objectives, while also acquiring technical knowledge of SimpliGov’s product functionality and tools. You should possess strong analytical and project management skills, functional BI knowledge, and the ability to articulate value and inspire customers about the potential of SimpliGov.

Responsibilities

• Enthusiastically drive customer health, business alignment and customer value through the identification and achievement of customer goals and verified outcomes.

• Become an expert on SimpliGov’s products and services.

• Develop a 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 the full value of SimpliGov.

• Work to identify expansion opportunities.

• 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 a portfolio of strategic customers in an ownership capacity while also engaging in project-specific activities as needed.

• Understand how our customers are utilizing SimpliGov's solutions and recommend additional features that can be leveraged to maximize subscription.

• Identify key strategic items to drive customer growth and expansion opportunities on the SimpliGov platform.

• Provide technical problem assessment and communication for all SimpliGov issues that may arise while engaging subject matter experts to solve issues.

• Actively drive and contribute to ongoing customer activities and touch points (from technical users to the C-suite); cadence calls, site visits, technical and executive briefings and business reviews, customer education, and training activities

• Establish post-implementation adoption activities to closely monitor the success of customer initiatives.

• Serve as a customer advocate in driving industry best practices and the evolution of SimpliGov product and platform functionality.

• Partner with Sales on the renewal process and Professional Services engagements for your customer portfolio.

• Maintain current functional and technical knowledge of the SimpliGov platform and future products.

About You

• 4+ years relevant work experience with demonstrated client-facing experience.

• Exceptional project management skills

• Prior experience in cloud/SAAS applications

• Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills.

• 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 the ability to drive simultaneous and competing customer requests in a high-paced environment.

• Experience navigating and steering customer engagements to completion with a high level of customer happiness.

Bonus Points

• Experience with public or government sector

• Consulting background

• PMP Certification or relevant training

Why Join SimpliGov?

SimpliGov is dedicated to enabling digital transformation in the public sector through its award-winning workflow automation and secure forms management platform, enjoying significant success across a growing national list of public sector customers. We are privately owned, utilize the latest technology, and bring integrity and humility to our mission of enabling modern and efficient government services. In addition to a competitive base and OTE earnings packages, we also offer:

• Medical, dental, and vision insurance.

• Technology and transportation expense reimbursements.

• Health club membership.

• 401K with company matching.

• Freedom paid time-off policy.

The US base salary range for this full-time position is $80,000-$120,000 + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.