Customer Success Manager

The Customer Success Manager is the dedicated strategic partner and relationship manager for State-government clients. This role combines high-level Partner Success leadership with expert knowledge in government onboarding, operational readiness, platform adoption, and contract lifecycle management. The CSM serves as the primary liaison between @Gov and each State, ensuring the seamless delivery of white-glove experience. This position requires a blend of professional communication, government client management, onboarding project oversight, and technical coordination in conjunction with Customer Experience Representatives and the Director of Customer Experience.

Key Responsibilities:

Serve as the dedicated point of contact and strategic liaison for State government staff, ensuring trust, continuity, and proactive communication.

Lead all onboarding functions from contract handoff to public launch, guiding State staff through setup, documentation completion, configuration reviews, training, and UAT.

Coordinate cross-functionally with Technical Support Management to deliver implementation activities, including platform setup and integration readiness.

Own all State support requests, triaging, validating, and managing inquiries while maintaining clear, real-time communication on status, next steps, and resolutions.

Conduct calibration meetings to ensure operational alignment with State objectives.

Represent @Gov in select on-site meetings and deliver presentations with prospective State partners, demonstrating platform capabilities to support decision-making and building confidence in the platform's operational value.

Advocate for the State within @Gov, ensuring commitments, timelines, and required improvements move forward across internal teams.

Facilitate post-launch coordination of PR, website updates, and stakeholder messaging in conjunction with the Chief Marketing Officer to ensure compliance and Statewide clarity.

Manage contract renewal, expansion, and enhancement discussions, aligning State needs with @Gov's product roadmap and long-term platform strategy.

Track and report on account health including relationship metrics, client satisfaction indicators, and operational performance drivers.

Provide structured feedback from State interactions to influence product enhancements, roadmap decisions, and continuous improvement efforts across the @Gov ecosystem.

Qualifications:

Bachelor's degree preferred, or equivalent combination of education and experience.

Minimum 5+ years in account management, client success, or relationship management roles, preferably in SaaS, government technology or higher education solutions.

High-level organization and communication skills suitable for government executives, legal teams, and operational staff.

Proficiency with CRM/case management systems (Microsoft Dynamics 365 experience highly desirable).

Proven ability to interpret data from multiple sources, manage escalations, navigate sensitive issues, and communicate risk effectively.

Exceptional interpersonal skills and the ability to build trusted relationships with clients and cross-functional teams.

Excellent verbal and written communication skills with the ability to convey complex information clearly to executive, technical, and operational audiences.

Extremely proficient in Microsoft Office Suite and modern collaboration tools, with the ability to present information effectively.

Extremely organized with great attention to detail to manage multiple priorities with precision, accuracy and disciplined follow-through.

Proven aptitude for mastering new systems and developing solutions to unfamiliar or ambiguous challenges.

Willingness to travel occasionally (typically <10%) for offsite meetings, presentations, or implementation support.

Physical Requirements:

This is primarily an office-based job that may require sitting for extended periods of time working on a computer.

Must be able to lift 15 pounds at times.

Good vision, with or without corrective lenses, to sustain adequate visual focus over a period of time.

Fine motor skills, including, but not limited to, the full, complete use of and muscle control required to make precise hand movements, relative to asks requiring hand-eye coordination, muscle coordination and dexterity.

Core Competencies:

Customer-Centric Judgement and Service Orientation

Multi-Channel Case and Issue Management

Relationship Development and Stakeholder influence

Problem-Solving & Escalation Management

Operational Precision and Process Discipline

Data-Driven Decision-Making and Insight Interpretation

Clear, Effective, and Context-Aware Communication

Compensation and Benefits

Competitive $75K-$90K salary band with opportunities for advancement.

Medical, dental, and vision insurance based upon length of service qualifications.

Retirement plan available based upon length of service qualifications with company match.

Paid sick- and annual-leave based upon length of service qualifications.

Paid holidays based upon length of service qualifications.

Additional Information

A positive attitude, proven work ethic and a desire to learn and surpass expectations are what you will find in our employees. We seek hard workers who possess the same ambition, attitude, integrities, desire and required skills to join our team.

Simply stated, we want you to be successful: we therefore make every effort to quantify a candidate’s suitability before an offer of employment is extended. Hence, interviewing at @Gov is a multi-stage process. This can include multiple site visits, question and answer panels, skill, and behavioral assessments.