Customer Support Manager

GovPilot provides cloud-based software solutions to local governments, aiming to make our 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 are looking for team members who take pride in their work and seek to consistently improve themselves, their skills, and their knowledge. If this sounds like you–and the type of work environment where you’d thrive–we hope you’ll join us!

About the role

At GovPilot, the customer success team is composed of Customer Success Managers (CSM’s) that serve as a trusted advisor and advocate for our customers—ensuring they achieve meaningful outcomes, adopt our platform effectively, and realize lasting value from their investment. This role partners cross-functionally with Technical Support, Professional Services, Product, Engineering and Sales to deliver an effortless customer experience and drive long-term retention and growth.

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 NPS

Requirements

• 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
• Must be within driving distance of NJ for customer site visits 1 day a week (NJ, eastern PA, DE, NY, MD only)
• A track record of 95% GRR and 110% NRR preferred

Benefits

• 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
• Chance to work on innovative projects with cutting-edge technologies