Customer Success Associate
About The Position
The Customer Success Associate (CSA) at SimpliGov plays a key supporting role in helping government customers adopt and utilize SimpliGov’s digital government solutions. This is an exciting opportunity for an early‑career, customer‑focused professional who is passionate about improving state and local services through technology. This role operates in a fully remote environment with planned travel to customer locations, industry events, and company gatherings. As a CSA, you will work closely with Customer Success Managers to ensure customers are equipped, informed, and supported throughout their journey with SimpliGov. You will assist with onboarding activities, track customer usage, prepare meeting materials, respond to day‑to-day inquiries, and help maintain strong customer relationships. This role is ideal for someone who is highly organized, eager to learn, comfortable with technology, and enthusiastic about public sector impact.
Requirements
- 1–2 years of experience in sales, account management, customer services, or a related role.
- Ability to communicate clearly and professionally with both technical and non‑technical audiences.
- 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.
- Comfortable working in a fast‑paced environment and supporting multiple projects simultaneously.
- Experience working with SaaS or cloud‑based software (preferred).
- Interest in public sector work, digital transformation, and improving government services.
- Eagerness to grow into a Customer Success Manager role over time.
Nice To Haves
- Experience working with SaaS or cloud‑based software (preferred).
Responsibilities
- Assist CSMs with onboarding new customers, including preparing materials, coordinating meetings, and supporting working sessions.
- Proactively partner with customers to create success plans, and be responsive to customer inbound inquiries, ensuring timely and accurate follow‑up.
- Help maintain customer documentation, success plan tracking, and account records.
- Manage portfolio with an AI-first approach to drive super-efficient operations.
- 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 Business Reviews to ensure value is realized at the leadership level.
- Identify and support expansion opportunities 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.
- Help schedule and facilitate training sessions, webinars, and resources that guide customers on best practices.
- Maintain up‑to‑date knowledge of SimpliGov features to provide accurate guidance and direct customers to appropriate resources.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
