Customer Success Manager

About GovPilot

GovPilot provides cloud‑based software solutions to local governments, aiming to make communities better places to live and work. As a mission‑driven company, GovPilot is committed to creating impactful technology that serves the public good. We seek team members who take pride in their work and continuously improve their skills and knowledge.

What We Offer

• Competitive salary
• Unlimited PTO
• Flexible working hours and remote work options
• Comprehensive health, dental, and vision insurance
• Professional development opportunities and learning budget
• Home office and IT budget
• Supportive team environment
• The chance to work on innovative projects with cutting‑edge technologies

Key Responsibilities

• Own the customer relationship post‑implementation, acting as the primary point of contact for engagement, adoption, and value realization
• Partner with customers to understand their business goals, workflows, and challenges, translating them into actionable success plans
• Drive platform adoption and expansion by delivering best practices, training, and proactive outreach
• Monitor account health using metrics such as utilization, satisfaction, and renewal risk; coordinate remediation or escalation when needed
• Collaborate cross‑functionally with Support, Product, and Implementation teams to ensure seamless experiences and resolve issues quickly
• Lead quarterly business reviews (QBRs) to showcase value, highlight outcomes, and align on new opportunities
• Champion the Voice of the Customer (VoC) to influence product enhancements and roadmap priorities
• Ensure renewals by maintaining high levels of customer satisfaction, advocacy, and referenceability
• Performance measured on Gross Retention Rate (GRR), Net Retention Rate (NRR), and Net Promoter Score (NPS)
• Must be within driving distance of New Jersey for one‑day‑a‑week customer site visits (NJ, eastern PA, DE, NY, MD)

Required & Preferred Qualifications

• Bachelor’s degree or equivalent experience (preferred)
• 3+ years of experience in Customer Success, Account Management, or Client Services in a SaaS company (required)
• Experience supporting government, public sector, or enterprise customers (required)
• Exceptional communication, relationship management, and problem‑solving skills (required)
• Proficient in CRM or customer‑success platforms (HubSpot, Salesforce, Gainsight, ChurnZero, etc.) (required)
• Highly organized with the ability to manage multiple clients and priorities simultaneously (required)
• Passionate about customer outcomes and continuous improvement (required)
• Track record of 95% GRR and 110% NRR (preferred)

Why Join Us

• Lead mission‑critical cloud infrastructure initiatives across two major cloud platforms
• Collaborate with a high‑performing engineering team to drive DevOps excellence
• Competitive salary, comprehensive benefits, and opportunities for career growth
• Play a key role in shaping a modern, scalable, and secure technology platform