Customer Success Manager

GovPilot provides cloud-based software solutions to local governments to help create better communities. The Customer Success Manager serves as a trusted advisor and primary customer contact, driving adoption, value realization, retention, and growth while partnering cross-functionally with Support, Product, Implementation, Engineering, and Sales teams.

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

Requirements:

• 3+ years of experience in Customer Success, Account Management, or Client Services in a SaaS company
• Experience supporting government, public sector, or enterprise customers
• Exceptional communication, relationship management, and problem-solving skills
• Proficient in CRM or customer success platforms (Hubspot, Salesforce, Gainsight, ChurnZero, etc.)
• Highly organized with the ability to manage multiple clients and priorities simultaneously
• Passionate about customer outcomes and continuous improvement
• Bachelor's degree or equivalent experience
• A track record of 95% GRR and 110% NRR