Manager, Customer Success
About The Position
SimpliGov is the government forms and workflow automation platform that helps agencies ditch the paper, move faster, and serve constituents better. We provide one platform for all government workflows - fill, pay, route, automate, sign, and populate. Built for how government really works, SimpliGov combines modern tech with a human touch: no-code tools, fast support, and proven results across 100+ agencies. We are growing rapidly and looking for talented, high-impact players to join our team! Role Overview: The Manager, Customer Success leads a team of Customer Success professionals responsible for driving adoption, value realization, retention, and expansion across a portfolio of public sector customers. You will coach and develop talent, set clear standards for excellence, and establish operating rhythms that deliver measurable outcomes for customers and SimpliGov. This role blends people leadership, program oversight, and executive‑level customer engagement. This role operates in a fully remote environment with planned travel to customer locations, industry events, and company gatherings.
Requirements
- 7+ years of client‑facing experience in Customer Success, account management, or consulting; 2+ years people leadership (required).
- Experience serving state and local government/public sector customers (required).
- Proven track record building teams, hiring talent, and elevating performance through coaching and clear expectations.
- Expertise with SaaS/cloud solutions and driving digital transformation outcomes.
- Strong program management skills; comfortable with executive engagement and complex, multi‑stakeholder environments.
- Analytical and data‑driven with excellent communication and presentation skills.
- Passionate about public service and improving citizen experiences through technology.
Responsibilities
- People Leadership & Talent Management
- Hire, onboard, coach, and develop a high‑performing team of CSMs; conduct regular 1:1s and career development plans.
- Set clear goals, competencies, and expectations; provide ongoing feedback and performance reviews.
- Create capacity models, territory/account assignments, and coverage plans aligned to customer needs and ARR.
- Foster a culture of customer obsession, accountability, and continuous improvement.
- Customer Outcomes & Portfolio Health
- Own portfolio health metrics (e.g., adoption, value milestones, GRR/NRR, CSAT) and drive corrective action plans as needed.
- Guide strategic accounts and join executive meetings/QBRs to reinforce value and alignment.
- Oversee risk management, renewal strategy, and expansion planning in partnership with Sales.
- Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
- Operations & Enablement
- Build, document, and scale the customer journey, playbooks, and success plan templates.
- Establish operating cadences (team stand‑ups, forecast/health reviews, deal/risk reviews, QBR program).
- Leverage AI‑assisted tooling for insights, productivity, and proactive outreach.
- Define and report on KPIs; use data storytelling to inform decisions and executive updates.
- Cross‑Functional Leadership
- Act as the voice of the customer with Product, Engineering, Professional Services, Marketing, and Support.
- Prioritize product feedback and influence roadmaps with evidence from customer outcomes.
- Coordinate resolution of major escalations and strategic initiatives across teams.
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
