Senior Customer Success Manager - Public Sector Software Solutions - Remote

Join the GovInvest Team as a Senior Customer Success Manager and Drive Success in the Public Sector

GovInvest is a pioneering software and services company dedicated to empowering local governments to optimize their financial strategies. We're seeking an exceptional Senior Customer Success Manager (CSM) to join our dynamic team and play a pivotal role in ensuring the success of our government clients. As a Senior CSM, you will be responsible for managing a portfolio of government clients, providing strategic guidance, and driving customer satisfaction, retention, and success.

About GovInvest

At GovInvest, we're passionate about revolutionizing the way local governments manage their finances. Our innovative software and services help municipalities make informed decisions, optimize their financial performance, and improve the lives of their citizens. We're committed to building a culture of excellence, collaboration, and customer-centricity, and we're looking for talented professionals like you to join our team.

Job Summary

As a Senior Customer Success Manager, you will serve as the key point of contact for assigned government clients, providing strategic guidance and support to ensure they maximize the value of our software. You will work closely with cross-functional teams, including sales, product, marketing, and consulting, to deliver exceptional client service and drive business growth. Your expertise in customer success, account management, and software implementation will be invaluable in driving client satisfaction, retention, and success.

Key Responsibilities

• Client Engagement & Retention:
  • Lead and manage a portfolio of government clients, driving success, engagement, and retention.
  • Build strong relationships with clients, understanding their needs and goals, and ensuring their success with GovInvest's software.
  • Conduct regular Quarterly Business Reviews (QBRs) and in-depth check-ins to assess satisfaction, usage, and business outcomes.
  • Proactively identify opportunities for account expansion, upsell, and renewals while ensuring client needs are consistently met.
  • Manage multiple high-value renewals at once, ensuring each client feels valued and supported throughout the renewal process.
• Consultative Support:
  • Serve as a trusted advisor to clients, guiding them through complex situations, such as pension funding strategies, labor costing, and GASB reporting.
  • Provide thought leadership in quarterly strategy discussions, focusing on creating value-driven outcomes for clients.
  • Assist clients in understanding the nuances of their contracts and products, ensuring successful software usage, and managing any blockers they encounter.
• Collaboration & Project Management:
  • Collaborate cross-functionally with sales, product operations, marketing, and consulting teams to ensure client expectations are aligned and met.
  • Manage client deliverables and software updates, ensuring clients are equipped to use the tools effectively and are aware of any changes.
  • Actively participate in internal and external product and technical discussions to relay valuable client feedback to the product teams and help shape future product improvements.
  • Facilitate smooth handoffs between different departments to ensure a seamless client experience.
  • Develop clear, actionable documentation for both internal and client-facing purposes, ensuring all stakeholders are kept informed and aligned.
• Client Onboarding & Renewals:
  • Own and manage renewals for a specific portfolio of accounts, driving the renewal process through proactive engagement and addressing any renewal blockers early in the process.

Core Competencies for Success

• Client-Focused Approach: A commitment to fostering strong, long-term relationships by fully understanding client needs and aligning solutions accordingly.
• Problem-Solving & Critical Thinking: Ability to assess complex situations, think critically, and offer innovative solutions.
• Collaboration & Cross-Functional Teamwork: Experience working closely with internal teams and stakeholders, fostering strong relationships and shared goals.
• Proactive Communication: A strong communicator who ensures that clients and internal teams are regularly informed and aligned.
• Detail-Oriented & Organized: Ability to manage a large client portfolio while maintaining attention to detail and consistent follow-through on deliverables.
• Experience with/Interest in Onsite Client Visits: Ability to travel to clients for in-person meetings and support, ensuring deeper engagement and connection.

Job Requirements

• Experience: 5+ years of experience in customer success, account management, or client services, with proven success in managing government clients.
• Expertise: Strong understanding of software implementation, customer retention, and cross-functional collaboration, particularly in the B2G (business-to-government) environment.
• Skills: Exceptional communication, presentation, and relationship-building skills. Expertise in Salesforce or similar CRM software.
• Problem-Solving: Ability to analyze complex issues, offer solutions, and drive actionable results.
• Experience in Government: Background or familiarity with local government processes, especially related to finance, pensions, and labor costing, is highly preferred.
• Education: Bachelor's degree in Business, Public Administration, Political Science, or a related field. Relevant certifications or continued education in customer success is a plus.
• Location: Flexible work location with the ability to travel to clients as needed (on-site client visits as part of the role).

What We Offer

As a Senior Customer Success Manager at GovInvest, you'll enjoy:

• Competitive Salary: A salary that reflects your expertise and experience.
• Comprehensive Benefits: A comprehensive benefits package, including medical, dental, and vision coverage.
• Opportunities for Growth: Opportunities for professional growth and development in a dynamic and growing company.
• Collaborative Culture: A collaborative and supportive work environment that values teamwork and innovation.
• Flexible Work Arrangements: Flexible work arrangements, including remote work options.

Why Join GovInvest?

At GovInvest, we're committed to making a positive impact on the lives of citizens and communities. By joining our team, you'll have the opportunity to:

• Make a Difference: Contribute to the success of local governments and the citizens they serve.
• Grow Your Career: Develop your skills and expertise in a dynamic and growing company.
• Be Part of a Team: Join a collaborative and supportive team that values innovation and teamwork.

How to Apply

If you're a motivated and experienced customer success professional looking to make a difference in the public sector, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.

Don't miss out on this opportunity to join our team and drive success in the public sector. Apply now and take the first step towards a rewarding and challenging career with GovInvest!