Customer Success Manager

Position: Customer Success Manager

Location: Remote or Hybrid

SimpliGov is a high-growth tech start-up listed on the GovTech 100 as one of the most influential technology companies addressing the US government. Our cloud-based government modernization platform empowers state and local organizations to rapidly improve constituent and employee experiences through online forms and workflow automation. We are a no-code solution that integrates with existing backend systems, enabling lightning-fast implementations that deliver modern and efficient government services.

Role:

As a Customer Success Manager (CSM) at SimpliGov, you will be a trusted partner helping our government customers achieve their strategic objectives and realize maximum value from their investment in SimpliGov. You will manage a portfolio of strategic accounts, ensuring customer satisfaction, retention, and expansion, while fostering long-term executive relationships. Acting as the voice of the customer, you will work cross-functionally with Product, Engineering, Professional Services, Marketing, and other teams to align customer needs with SimpliGov's innovation and delivery.

This role requires a balance of strategic consulting, technical acumen, and program management. You must be comfortable engaging with C-level executives, department heads, and technical project leads, while also diving deep into product functionality to provide expert guidance. The ideal candidate is proactive, data-driven, and passionate about driving digital transformation in the public sector.

Responsibilities

• Drive customer health, business alignment, and measurable value through ongoing engagement and achievement of customer outcomes.
• Serve as a trusted advisor to executive sponsors, program managers, and technical leads.
• Lead customer success planning, including adoption strategies, QBRs, and value realization roadmaps.
• Proactively identify expansion and upsell opportunities in partnership with Sales.
• Serve as a program manager for customer escalations, product enhancement requests, and strategic initiatives.
• Facilitate workshops and training sessions to showcase the full value of SimpliGov.
• Establish and manage regular communication cadences (weekly, monthly, quarterly) with clients, presenting dashboards, adoption metrics, and program updates.
• Partner with technical and business teams to drive adoption and ensure successful outcomes.
• Monitor customer utilization and recommend new features and best practices to maximize subscription value.
• Advocate for customers by influencing product roadmaps and ensuring their feedback is incorporated into SimpliGov's evolution
• Partner with Sales on renewals and expansion opportunities.
• Maintain up-to-date knowledge of SimpliGov's platform, industry best practices, and digital government trends.

About You

• 5+ years relevant, client-facing experience in customer success, account management, or consulting (required)
• Strong background working with government or public sector clients (required).
• Proven ability to influence senior stakeholders and present strategic recommendations to executives.
• Strong project management skills with a track record of managing complex, multi-stakeholder initiatives
• Experience with SaaS/cloud-based applications and digital transformation programs.
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated ability to create and execute adoption and success plans that drive measurable business outcomes
• Skilled in developing product use cases and guiding customers on best practices.
• Highly organized with exceptional follow-through and the ability to balance multiple priorities in a fast-paced environment.
• Passionate about public service and improving citizen experiences through technology.

Why Join SimpliGov?

SimpliGov is dedicated to enabling digital transformation in the public sector through its award-winning workflow automation and secure forms management platform, enjoying significant success across a growing national list of public sector customers. We are privately owned, utilize the latest technology, and bring integrity and humility to our mission of enabling modern and efficient government services. In addition to a competitive base and OTE earnings packages, we also offer:

• Medical, dental, and vision insurance.
• Technology and transportation expense reimbursements.
• Health club membership.
• 401K with company matching.
• Freedom paid time-off policy.

The US base salary range for this full-time position is $75,000-$120,000 + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

SimpliGov does not currently sponsor applicants for work visas.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. SimpliGov participates in the federal government's E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates.