Customer Operations & Automation Manager

SimpliGov LLC•Denver, CO

About The Position

The Customer Operations & Automation Manager builds the AI-first operating system behind SimpliGov’s customer team, redesigning internal Customer Success operations to help government customers receive faster, more consistent, and more proactive service. The role owns Customer Success customer data and processes, serves as its 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. It finds and delivers AI and automation opportunities across the customer lifecycle, improves customer processes and reporting, and supports responsible use of AI with customer data. Its impact is measured through KPIs including time saved per CSM, workflow adoption, Salesforce data completeness, time to productivity and value, renewal forecast accuracy, GRR/NRR, and CSAT/NPS. Specific targets will be set after baselines are measured.

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 Big Time.
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, playbook writing, 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 government-customer data security expectations, such as SOC 2, StateRAMP, or FedRAMP.

Responsibilities

Identify, prioritize, and deliver AI and automation use cases across the customer lifecycle, including renewal and QBR preparation, account health summaries, meeting notes, ticket triage, and risk alerts.
Build and maintain automated workflows in Salesforce Flows, Customer Success tools, and approved AI platforms; measure impact and retire workflows that do not deliver results.
Establish responsible AI-use standards for customer data in partnership with Security and Compliance, ensuring workflows meet public-sector data requirements.
Train and enable Customer Success Managers on 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 triggered actions.
Design and document Customer Success playbooks, SLAs, and escalation paths; drive team adoption and plan capacity and book-of-business coverage models as the customer base grows.
Run the voice-of-customer process, including surveys, NPS/CSAT, and feedback themes, and route insights to Product and leadership.
Serve as Customer Success’s primary partner to Revenue Operations; own Customer Success data quality in Salesforce, align shared 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 Customer Success 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 recommend actions.