Customer Success Manager

🕒 Maio 20

🏛️ District of Columbia, Washington – Remoto

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $100.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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SimpliGov

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🏛️ Governo

☁️ SaaS

⚡ Produtividade

Government • SaaS • Productivity

SimpliGov é uma plataforma poderosa de solução de ponta a ponta que oferece automação de processos de trabalho, formulários digitais e assinaturas eletrônicas, projetada principalmente para aplicações governamentais. A plataforma apresenta ferramentas sem código, permitindo que os usuários automatizem processos sem necessitar de expertise técnica. Suas ferramentas abrangentes incluem automação de documentos, assinaturas eletrônicas (SimpliSign), um designer de formulários, acesso a idiomas para traduções e análises de desempenho. Reconhecida por sua aplicabilidade nos setores de governo estadual e local, a SimpliGov facilita a digitalização e modernização de serviços públicos, como serviços do Detran, operações legais, licenças, entre outros. Ela se integra perfeitamente com sistemas empresariais, garantindo maior eficiência e transparência.

Descrição

• 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. • 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. • 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. • 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. • 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.

🎯 Requisitos

• 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. • Highly organized with exceptional follow-through and the ability to balance multiple priorities in a fast-paced environment. • 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.

🏖️ Benefícios

• Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additional costs) • 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