Customer Success Manager, Tech Touch

NEOGOV is a fast-growing SaaS leader in the Public Sector focused on serving clients through innovative software solutions. The Customer Success Manager will advocate for customers, manage communication plans, track account health, and ensure high customer satisfaction while increasing product adoption.

Responsibilities:

• Be the customer’s voice within the organization by serving as their advocate to ensure their continued success
• Project manage communication plan to customers in communication blasts
• Track and monitor account health: net promoter score results, churn risks and create remediation plans
• Mitigate risk by partnering with customers to establish a plan to achieve success
• Monitor contract renewals
• Be creatively proactive to deliver WOW-like experiences to customers
• Increase customer lifetime value and improve usage and product adoption per at risk site and account
• Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes
• Track customer complaints and actions taken to maintain or increase customer satisfaction

Requirements:

• Minimum of two (2) years of experience in a previous Customer Relationship, Customer Success Management, Account Management or related role
• Experience managing accounts with $15k and under within a large book of business
• Ability to identify and manage multiple stakeholders, including Executive levels
• Experience in a demanding role that requires strong leadership, proven priority management, and high emotional intelligence
• Track record of success working directly with customers to resolve issues
• Previous HR or Public Safety experience preferred
• Strong technical background, particularly with online software (SaaS) products and services preferred
• Salesforce or Gainsight knowledge preferred
• NEOGOV and/or PowerDMS knowledge preferred