GovWorx

Customer Success Manager

GovWorx

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $70,000 - $85,000 per year

About the role

  • Needs Assessment: Understand customer workflows, challenges, staffing models, and KPIs to recommend tailored platform configurations and best practices.
  • Process Optimization: Advise agencies on optimizing operational processes using GovWorx capabilities to improve efficiency and consistency.
  • Data Analysis & Insights: Evaluate analytics and reports to provide actionable recommendations and strategic insights to agency decision-makers.
  • Escalation Management: Act as the primary escalation channel for operational or technical issues, partnering with Product and Engineering to ensure timely resolution.
  • Ongoing Consultation: Conduct regular review meetings to assess solution performance, identify enhancements, and support long-term agency success.
  • Customer Advocacy: Serve as the internal voice of the customer, communicating feedback and needs to Product, Engineering, and Sales to influence roadmap priorities.
  • Account Health Monitoring: Track metrics such as engagement, platform activity, evaluation volume, training utilization, and satisfaction to proactively address risks.
  • Renewal Preparation: Work with Customer and internal stakeholders to support a smooth, informed renewal process that reinforces value and encourages expanded adoption.
  • Retention & Satisfaction: Promote customer loyalty through proactive communication, strategic alignment, and continued growth opportunities.
  • Best Practices & Playbooks: Contribute to the development of scalable onboarding frameworks, training methodologies, and customer success processes.
  • Efficiency & Scalability: Identify areas for process improvement within implementation, support, and ongoing customer engagement.
  • Reporting & Analysis: Provide regular status updates, customer health reports, and churn-risk assessments to the VP of Customer Success.

Requirements

  • Experience working in or with 9-1-1 QA and Training
  • Ability to interpret workflows, data, and operational metrics to make informed recommendations.
  • Comfortable leading trainings, configuration sessions, and customer meetings.
  • Ability to manage multiple customers and deadlines in a fast-paced environment.
  • A consultative, solutions-oriented mindset with a passion for supporting agency success.
  • Clearance: Must pass FBI fingerprint and background check in multiple states
Benefits
  • Offers Bonus
  • Benefits
  • Flexible Time Off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisprocess optimizationcustomer workflowsKPI evaluationreportingconfigurationtraining methodologiescustomer success processesescalation managementanalytics
Soft Skills
consultative mindsetsolutions-orientedcustomer advocacycommunicationleadershiporganizational skillsproactive engagementstrategic alignmentcustomer loyaltymulti-tasking
Certifications
FBI fingerprint clearancebackground check clearance