Customer Support Manager
About The Position
At GovPilot, the customer success team is composed of Customer Success Managers (CSM’s) that serve as a trusted advisor and advocate for our customers—ensuring they achieve meaningful outcomes, adopt our platform effectively, and realize lasting value from their investment. This role partners cross-functionally with Technical Support, Professional Services, Product, Engineering and Sales to deliver an effortless customer experience and drive long-term retention and growth. Required - Must be within driving distance of NJ for customer site visits 1 day a week (NJ, eastern PA, DE, NY, MD only need apply). This role will be measured on Gross Retention Rate (GRR), Net Retention Rate (NRR), and NPS.
Requirements
- 3+ years of experience in Customer Success, Account Management, or Client Services in a SaaS company required
- Experience supporting government, public sector, or enterprise customers required
- Exceptional communication, relationship management, and problem-solving skills required
- Proficient in CRM or customer success platforms (Hubspot, Salesforce, Gainsight, ChurnZero, etc.) required
- Highly organized with the ability to manage multiple clients and priorities simultaneously required
- Passionate about customer outcomes and continuous improvement required
Nice To Haves
- Bachelor’s degree or equivalent experience preferred
- A track record of 95% GRR and 110% NRR preferred
Responsibilities
- Own the customer relationship post-implementation, acting as the primary point of contact for engagement, adoption, and value realization
- Partner with customers to understand their business goals, workflows, and challenges—translating them into actionable success plans
- Drive platform adoption and expansion by delivering best practices, training, and proactive outreach
- Monitor account health using metrics such as utilization, satisfaction, and renewal risk; coordinate remediation or escalation when needed
- Collaborate cross-functionally with Support, Product, and Implementation teams to ensure seamless experiences and resolve issues quickly
- Lead quarterly business reviews (QBRs) to showcase value, highlight outcomes, and align on new opportunities
- Champion the Voice of the Customer (VoC) to influence product enhancements and roadmap priorities
- Ensure renewals by maintaining high levels of customer satisfaction, advocacy, and referenceability
Benefits
- Competitive salary, comprehensive benefits, and opportunities for career growth.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
