Customer Success Manager
Job Title: Customer Success Manager
Employment Type: Regular, Full-time
Team: Customer Success
Reports to: Senior Manager, Customer Success
Location: US – Remote
About Us:
SimpliGov is the government forms and workflow automation platform that helps agencies ditch the paper, move faster, and serve constituents better. We provide one platform for all government workflows - fill, pay, route, automate, sign, and populate. Built for how government really works, SimpliGov combines modern tech with a human touch: no-code tools, fast support, and proven results across 100+ agencies.
We are growing rapidly and looking for talented, high-impact players to join our team!
Role Overview:
This is an incredible opportunity for a customer-obsessed professional who is equally passionate about making a real impact in state and local communities. As a Customer Success Manager (CSM) at SimpliGov , you will be a trusted partner helping government customers achieve their strategic objectives and realize maximum value from their investment in SimpliGov ’s solutions and services. You will manage a portfolio of 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 Sales, Product Management, Engineering, Professional Services, Marketing, and other teams to align customer needs with SimpliGov ’s innovation and delivery.
This role operates in a fully remote environment, with planned travel to customer locations, industry events, and company gatherings. Being a CSM 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 enthusiastic about driving digital transformation in the public sector.
Responsibilities:
Customer Consultation & Engagement
- Own and manage a portfolio of accounts with clear alignment at the project, program and leadership levels.
- Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
- Help maintain customer documentation, success plan tracking, and account records.
Data, Insights & Reporting
- Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
- Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
- Assist in gathering customer feedback and organizing it for internal teams.
Retention & Expansion
- Convey value by demonstrating progress in the customer’s program outcomes.
- Hold Strategic/Executive Business Reviews to ensure value is realized at the leadership level.
- Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.
Cross‑Functional Coordination
- Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
- Document product issues or enhancement requests and monitor progress toward resolution.
- Support internal process improvements, including the use of AI tools to increase efficiency where appropriate.
Customer Education
- Identify
and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.
- Maintain up‑to‑date knowledge of SimpliGov features to provide accurate guidance and direct customers to appropriate resources.
Qualifications:
- 5+ years of 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.
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