Customer Success Manager

🕒 May 20

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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SimpliGov

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏛️ Government

☁️ SaaS

⚡ Productivity

Government • SaaS • Productivity

SimpliGov is a powerful end-to-end solution platform that offers workflow process automation, digital forms, and electronic signatures, primarily designed for government applications. The platform features no-code tools, enabling users to automate processes without requiring technical expertise. Its comprehensive tools include document automation, electronic signatures (SimpliSign), a form designer, language access for translations, and performance analytics. Recognized for its applicability in state and local government sectors, SimpliGov facilitates the digitization and modernization of public services, such as DMV services, legal operations, permits, and more. It integrates seamlessly with enterprise systems, ensuring enhanced efficiency and transparency.

📋 Description

• 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.

🎯 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. • 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.

🏖️ Benefits

• 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