Manager, Customer Success

SimpliGov is a government forms and workflow automation platform that helps agencies improve their services. The Manager, Customer Success will lead a team to drive customer adoption, retention, and expansion, while ensuring measurable outcomes and fostering a culture of continuous improvement.

Responsibilities:

• 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
• 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
• 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
• 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

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