Customer Success Manager

Gravity

96d

About The Position

As a Customer Success Manager, you’ll be the trusted partner for our government clients, ensuring they achieve their goals with our solutions. You will guide agencies through onboarding, adoption, and long-term success—building relationships that turn our clients into champions. You’ll act as the voice of the customer internally, collaborating across product, engineering, and support teams to deliver value and continuously improve their experience. Please note ideally this role is remote (USA) West - Central States.

Requirements

• 4+ years of experience in Customer Success, Account Management, or Consulting (GovTech, SaaS, or Public Sector experience highly preferred).
• Strong understanding of government operations, procurement, or digital transformation initiatives is a plus.
• Proven ability to build long-term, trusted relationships with clients.
• Excellent communication and presentation skills, with the ability to simplify complex concepts.
• Experience managing a portfolio of accounts with varying levels of complexity.
• Strategic thinker with a proactive, problem-solving mindset.
• Comfortable working in a fast-paced, high-growth environment.
• Bachelor’s degree in business, Finance, Public Administration, or a related field (or equivalent experience).

Responsibilities

• Own the post-implementation relationship with a portfolio of government clients, serving as their primary point of contact.
• Drive successful onboarding, training, and adoption of our platform across agency teams.
• Build trusted relationships with stakeholders at all levels, from project managers to executive sponsors.
• Proactively identify opportunities for customers to extract greater value from our solutions.
• Monitor customer health, track key metrics, and take action to mitigate risks of churn.
• Partner with Product and Engineering teams to provide feedback and influence the roadmap based on customer needs.
• Collaborate with Sales on upsell and expansion opportunities by demonstrating ROI to agencies.
• Facilitate regular business reviews with customers to highlight outcomes and ensure alignment with their strategic objectives.
• Advocate for best practices in digital transformation within government organizations.

What This Job Offers

• Career Level: Mid Level
• Education Level: Bachelor's degree