Customer Success Manager
About The Position
GovWorx is transforming how public safety agencies hire, train, and retain their teams through responsible AI and intelligent automation. The Customer Success Manager is a critical partner to our agencies, ensuring they receive maximum value from GovWorx solutions after onboarding. This role blends 9-1-1 solution configuration, consulting, business analysis, customer advocacy, and long-term relationship management. The ideal candidate brings 9-1-1 QA, Training or Ops experience, strong communication and analytical skills, and a passion for elevating operational excellence across 9-1-1.
Requirements
- Experience working in or with 9-1-1 QA and Training
- Ability to interpret workflows, data, and operational metrics to make informed recommendations.
- Comfortable leading trainings, configuration sessions, and customer meetings.
- Ability to manage multiple customers and deadlines in a fast-paced environment.
- A consultative, solutions-oriented mindset with a passion for supporting agency success.
- Clearance: Must pass FBI fingerprint and background check in multiple states
Responsibilities
- Needs Assessment: Understand customer workflows, challenges, staffing models, and KPIs to recommend tailored platform configurations and best practices.
- Process Optimization: Advise agencies on optimizing operational processes using GovWorx capabilities to improve efficiency and consistency.
- Data Analysis & Insights: Evaluate analytics and reports to provide actionable recommendations and strategic insights to agency decision-makers.
- Escalation Management: Act as the primary escalation channel for operational or technical issues, partnering with Product and Engineering to ensure timely resolution.
- Ongoing Consultation: Conduct regular review meetings to assess solution performance, identify enhancements, and support long-term agency success.
- Customer Advocacy: Serve as the internal voice of the customer, communicating feedback and needs to Product, Engineering, and Sales to influence roadmap priorities.
- Account Health Monitoring: Track metrics such as engagement, platform activity, evaluation volume, training utilization, and satisfaction to proactively address risks.
- Renewal Preparation: Work with Customer and internal stakeholders to support a smooth, informed renewal process that reinforces value and encourages expanded adoption.
- Retention & Satisfaction: Promote customer loyalty through proactive communication, strategic alignment, and continued growth opportunities.
- Best Practices & Playbooks: Contribute to the development of scalable onboarding frameworks, training methodologies, and customer success processes.
- Efficiency & Scalability: Identify areas for process improvement within implementation, support, and ongoing customer engagement.
- Reporting & Analysis: Provide regular status updates, customer health reports, and churn-risk assessments to the VP of Customer Success.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
