Customer Success Manager

GovEagle•New York, NY

13d•Hybrid

About The Position

GovEagle helps government contractors use AI to respond to RFPs faster and more accurately. We're a fast-growing, well-capitalized startup backed by top investors, building tools that automate proposal writing, compliance reviews, and content reuse across SharePoint and Microsoft 365. Our customers include leading defense primes, government services firms, and federal contractors. As we scale, we're growing our Customer Success team to deliver an exceptional experience to every customer. You'll join our Customer Success team and partner closely with our existing CSM to support our growing roster of defense and government contractor customers. The role is built around two things: being the fastest, most reliable point of contact when customers need help, and owning the recurring delivery work (training, education content, onboarding execution) that helps customers get full value from GovEagle. If you keep chat tools open as your primary work surface, take pride in fast response times, and get energy from helping customers solve problems in real time, this role is for you.

Requirements

2 to 4 years of experience in Customer Success, Account Management, Implementation, or Customer Support at a SaaS company
Tech-savvy and confident navigating new tools, with Microsoft 365 and SharePoint experience strongly preferred
Fast and disciplined on chat-based communication. You keep Teams or Slack open as your primary work surface and take pride in quick, helpful responses
Hungry, proactive, and comfortable being thrown into unfamiliar technical situations
Strong communicator who can translate product features into clear value for non-technical users
Detail-oriented and organized, comfortable owning recurring delivery work (training, content, documentation)

Nice To Haves

Familiarity with government contracting, defense, or GovTech is a bonus, not a requirement

Responsibilities

Own first-response on customer inbound across Teams and email, with a target of acknowledging messages within 15 minutes during business hours
Resolve Tier 1 troubleshooting (under 2 hours) and Tier 2 investigation work (same business day)
Escalate engineering issues with proper reproduction steps, and keep customers updated until handoff
Lead training sessions for new customers (onboarding) and existing customers (new features and "what's new" walkthroughs)
Host weekly office hours during pilot periods to support customers as they ramp
Build and maintain our customer education content layer: release notes, training videos, knowledge base articles, and a monthly "what's new" digest
Execute the operational mechanics of customer onboarding, including SharePoint integration setup, IT team coordination, and user provisioning
Back up the lead CSM on kickoff calls when scheduling conflicts arise
Monitor customer usage data and surface health signals so the team can act on risks proactively
Channel customer feedback patterns and inbound trends to product and engineering