Customer Operations & Automation Manager

SimpliGov LLC•Denver, CO

About The Position

The Customer Operations & Automation Manager builds and maintains the AI-first operating system behind SimpliGov’s customer team. The role redesigns internal Customer Success operations so government customers receive faster, more consistent, and more proactive service. It owns customer data and processes for Customer Success, serves as the primary liaison to Revenue Operations for Salesforce, and owns Professional Services capacity planning, forecasting, and reporting. The position reports to the Director of Professional Services, has no direct reports initially, and works closely with Customer Success, Revenue Operations, Finance, Support, Product, and Security and Compliance. The role identifies and delivers automation and AI opportunities across the customer lifecycle, improves customer processes and measurement, supports responsible AI practices, and provides operational data and forecasts for customer and Professional Services teams. It also supports leadership and board reporting and contributes to improving customer outcomes and operational efficiency.

Requirements

At least 5 years of experience in Customer Operations, Revenue Operations, Support Operations, or a similar B2B SaaS role.
Strong Salesforce skills, including reports and dashboards, the data model, and building or specifying Flows.
Hands-on experience with LLM tools and AI platforms, such as Salesforce Agentforce, Claude, or ChatGPT Enterprise, and automation tools such as Zapier or Workato.
Proficiency with a Professional Services Automation platform such as NetSuite OpenAir or BigTime.
Proficiency with customer support systems such as Salesforce Service Cloud or Zendesk, and experience with a Customer Success Platform such as Gainsight, ChurnZero, or Vitally.
A track record of delivering automations or AI workflows that teams adopted, with measurable results.
Process design experience, including workflow mapping, writing playbooks, and leading change across a team.
Working knowledge of SaaS retention metrics, including GRR, NRR, churn, health scoring, and renewal forecasting.
Clear communication skills and the ability to translate business needs into technical requirements and vice versa.

Nice To Haves

GovTech or public-sector SaaS experience, including contract-driven renewals and procurement cycles.
Salesforce Administrator certification.
Familiarity with data security expectations for government customers, such as SOC 2 and StateRAMP/FedRAMP.

Responsibilities

Find, prioritize, and deliver 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 their impact and retire workflows that do not deliver value.
Set standards for responsible use of AI with customer data, partnering with Security and Compliance to meet public-sector data requirements.
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 its inputs, weighting, thresholds, and associated 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, and route insights to Product and leadership.
Serve as Customer Success’s primary partner to Revenue Operations; own CS data quality in Salesforce, align metric definitions with Revenue Operations and Finance, and maintain integrations across shared tools.
Build and maintain Customer Success dashboards and the renewal forecast view, and prepare CS data for leadership and board reporting.
Own Professional Services data, capacity plans, and demand and revenue forecasts.
Produce regular Professional Services reporting on utilization, project health, on-time and on-budget delivery, margin, backlog, and time to go-live; flag capacity gaps and delivery risks early and identify recommendations.