Customer Success Manager

SimpliGov

Customer Success Manager at SimpliGov helping government clients achieve strategic objectives and optimize their investment in solutions. Managing accounts, facilitating adoption, and ensuring customer success in a remote environment.

Posted 5/20/2026full-timeRemote • District of Columbia, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Operates with a bias to action and enthusiastically embraces change management.
Highly organized with strong attention to detail and follow‑through that thrives in a fast-paced, growing organization.
Strong account 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.
Eagerness to grow into a Senior or Enterprise Customer Success Manager role or into people management over time.

Benefits

Comp & perks

Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additional costs)
Company-sponsored life, short-term, and long-term disability insurance
11 Paid holidays
Flexible time off
401k plan with 4% employer match
Monthly home office stipend
Monthly wellness stipend

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer successaccount managementconsultingSaaScloud-based applicationsdigital transformationadoption planssuccess plansperformance insightsdashboard preparation

Soft Skills

influencing senior stakeholderschange managementattention to detailorganizational skillscommunication skillspresentation skillsinterpersonal skillsability to balance prioritiesenthusiasm for public servicefollow-through