The Customer Success team is responsible for the relationship between GovOS and our customers. This critical function is to engage with our customers to drive adoption and demonstrate ongoing value to ensure high customer retention.
The Customer Success Manager is a key member of the organization as you act as the overall facilitator for customer communications and ultimately own the account relationship. It is the expectation the that they’ll work with their customers to appropriately understand, manage, and assist them with day-to-day business needs by acting as a single point of contact for the account and coordinating with all other GovOS business functions as needed.
Responsibilities
- Drive retention and growth for our customers by understanding their business needs and helping them succeed
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Account owner for named accounts that will coordinate and facilitate all business functions within the organization
- Maintain data in Salesforce including contacts, key initiatives, budgets, stakeholders, forecasts, and campaigns
- Represent the voice of the customer to inform our sales process and product roadmap
- Work with customers to develop a success plan that outlines how GovOS adoption will address their needs both immediately and, in the future
- Enlist super fans to act as references, lead user groups, & participate in community
- Be a liaison to drive attendance to trainings, webinars, educational curriculum, and seminars
- Identify meaningful ways to engage low-usage and at-risk accounts based on data monitoring as well as qualitative knowledge of the account
Qualifications
- 2-5 Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service SaaS organization
- A passion for Customer Engagement and service mentality
- Proven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, empathetic approach and the grit to get things done
- Results driven and proven ability to meet or exceed quotas
- Experience with annual renewal process is preferred
- Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
- Excellent oral and written communication skills
- Must be proficient in PowerPoint and comfortable presenting to all levels of an organization
- Highly organized and has the ability to work independently and to be accountable for results with minimal supervision
- Experience with Salesforce or a similar CRM tool and Gainsight or a similar Customer Success tool preferred
- Government Technology experience welcomed
West Coast/Mountain West work hours; candidates in these times zones preferred
Compensation & Benefits
- Pay Range: $70,000 - $80,000 annually + Commision
- Leadership and career development opportunities
- Competitive insurance (medical, dental, vision, and voluntary life & disability)
- Mental health benefits
- 401(k) plan (company matching)
- Paid holidays
- Flexible PTO - no accruals
- Paid generous parental leave
- Monthly work from home stipend
While we are a remote organization we do have restrictions in a few states: Unfortunately, we cannot hire in these select locations: Arizona, Alaska, Arkansas, Delaware, Hawaii, Idaho, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Montana, Nebraska, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Tennessee, Vermont, West Virginia, Wisconsin
