Customer Operations – Automation Manager

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⛰️ Colorado – Remote

⛰️ Colorado – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Find, prioritize, and ship AI and automation use cases across the customer lifecycle, including renewal and QBR preparation, account health summaries, call and meeting notes, ticket triage, and risk alerts • Build and maintain automated workflows in Salesforce Flows, Customer Success tools, and approved AI platforms • Measure workflow impact through hours saved, response time, and adoption, retiring workflows that do not deliver • Set standards for responsible AI use with customer data in partnership with Security and Compliance • Train and enable CSMs on new tools and prompts, and maintain a shared library of approved AI workflows • Map and improve the customer journey from sales-to-onboarding handoff through implementation, adoption, renewal, and expansion • Own the account health score model, including inputs, weighting, thresholds, and triggered actions • Design and document Customer Success playbooks, SLAs, and escalation paths, drive team adoption, and plan capacity and book-of-business coverage models • Run the voice-of-customer loop through surveys, NPS/CSAT, and feedback themes, routing insights to Product and leadership • Serve as Customer Success's primary partner to Revenue Operations • Own Customer Success data quality in Salesforce and agree shared metric definitions with RevOps and Finance • Maintain integrations across shared tools • Build and maintain Customer Success dashboards and the renewal forecast view • Prepare Customer Success data for leadership and board reporting • Own Professional Services data, capacity plans, demand and revenue forecasts, and regular PS reporting • Report on utilization, project health, on-time and on-budget delivery, margin, backlog, time to go-live, and flag capacity gaps and delivery risks • Identify recommendations based on Professional Services reporting • Report to the Director of Professional Services and partner with Customer Success, Revenue Operations, Finance, Support, Product, and Security and Compliance

🎯 Requirements

• 5+ years in Customer Operations, Revenue Operations, Support Operations, or a similar B2B SaaS role • Strong Salesforce skills: reports and dashboards, the data model, and building or specifying Flows • Hands-on experience with LLM tools and AI platforms (e.g., Salesforce Agentforce, Claude, ChatGPT Enterprise) • Experience with automation tools (e.g., Zapier, Workato) • Proficiency with a Professional Services Automation platform such as NetSuite OpenAir or BigTime • Proficiency with customer support systems (e.g., Salesforce Service Cloud, Zendesk) • Experience with a Customer Success Platform (e.g., Gainsight, ChurnZero, Vitally) • Track record of shipping automations or AI workflows that the team actually adopted, with measurable results • Process design experience: mapping workflows, writing playbooks, and leading change across a team • Working knowledge of SaaS retention metrics (GRR, NRR, churn, health scoring, renewal forecasting) • Clear communicator who can turn business needs into technical requirements, and back again • GovTech or public-sector SaaS experience, including contract-driven renewals and procurement cycles (preferred) • Salesforce Administrator certification (preferred) • Familiarity with data security expectations for government customers, e.g. SOC 2, StateRAMP/FedRAMP (preferred) • Employment authorization is verified through Form I-9 and E-Verify for new hires

🏖️ Benefits

• Competitive compensation • Comprehensive health, dental, and vision benefits • 401(k) with company match • Generous paid time off • Flexible work arrangements • Opportunity to drive digital transformation in government

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