Job Title: Customer Success Manager
Employment Type: Regular, Full-time
Team: Customer Success
Reports to: Senior Manager, Customer Success
Location: US - Remote
Role Overview:
This is an incredible opportunity for a customer-obsessed professional who is equally passionate about making a real impact in state and local communities. As a Customer Success Manager (CSM) at SimpliGov, you will be a trusted partner helping government customers achieve their strategic objectives and realize maximum value from their investment in SimpliGov's solutions and services. You will manage a portfolio of accounts, ensuring customer satisfaction, retention, and expansion, while fostering long-term executive relationships. Acting as the voice of the customer, you will work cross-functionally with Sales, Product Management, Engineering, Professional Services, Marketing, and other teams to align customer needs with SimpliGov's innovation and delivery.
This role operates in a fully remote environment, with planned travel to customer locations, industry events, and company gatherings. Being a CSM requires a balance of strategic consulting, technical acumen, and program management. You must be comfortable engaging with C-level executives, department heads, and technical project leads, while also diving deep into product functionality to provide expert guidance. The ideal candidate is proactive, data-driven, and enthusiastic about driving digital transformation in the public sector.
Responsibilities:
Customer Consultation & Engagement
- 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.
Data, Insights & Reporting
- 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.
Retention & Expansion
- 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.
Cross-Functional Coordination
- 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.
Customer Education
- 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.
Qualifications:
- 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.
What We Offer:
- 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
- 401k plan with 4% employer match
- Monthly home office stipend
At SimpliGov, you'll be part of a mission-driven team transforming how government works. We help state and local agencies modernize their processes and deliver better services to their communities. As a Customer Success Manager, you will gain hands-on experience working with customers, technology teams, and real public-impact projects-while developing the skills and experience needed to advance your career.
