SimpliGov

Product Designer

• Own product design end-to-end across every platform surface — workflow designer, form builder, administration, case management, e-signature system, dashboards, and reporting.
• Simplify inherently complex systems — multi-stage workflows with conditional routing, role-based permissions, and approval chains.
• Make that power usable, not hidden.
• Design AI-powered experiences — shape how AI surfaces to users: intelligent recommendations, conversational interfaces, assisted configuration, document intelligence.
• Work through the AI-specific UX challenges (trust, transparency, graceful failure) with support from product and engineering.
• Lead UX research — own usability testing and design validation; partner with product on broader user discovery.
• Talk to agency staff and residents to understand constraints that don't exist in consumer apps: compliance, accessibility mandates, legacy integrations, multi-tenant configurations.
• Establish the design practice — build a design system, define research and critique cadences, set documentation standards.
• Use AI tools to accelerate research, prototyping, and design workflows.
• Ship with engineering — no handoff culture. You're embedded with the team from problem framing through production.
• You'll use Figma, Cursor/Claude, and Lovable to keep design at engineering's pace.

Customer Success Manager

• 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.
• 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.
• 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.
• 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.
• 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.

Director

• Define and execute the Professional Services strategy aligned to company growth goals and customer-focused outcomes
• Lead a high-performing services team by identifying and developing top talent and driving a culture of consultative customer engagements
• Establish clear roles, career paths, and performance expectations
• Partner with Customer Success to ensure optimal customer experiences
• Identify and implement AI-based efficiencies to reduce friction, drive down cost of delivery and improve customer/employee experience
• Monitor and improve customer satisfaction throughout delivery milestones
• Partner with Product and Engineering to provide product feedback to improve efficiency and experience
• Collaborate with Sales & Solutions Engineering to support pre-sales activities, including solutioning and scoping
• Align with Sales & Customer Success on retention and expansion opportunities
• Drive standardization of implementation methodologies, playbooks, and best practices
• Oversee project portfolio health (timeline, scope, budget, risks)
• Improve delivery efficiency through templates, accelerators, and reusable components
• Consistently meet or exceed KPIs, lead the team with data-based learnings and improvements and support regular reporting needs for leadership
• Step in on critical or at-risk projects as needed

Product Designer

Customer Success Manager

Director of Professional Services