Job description

Please note that this is a fully remote, individual contributor role based in the United States. For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities. We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution. At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life. Our solutions support the entire employee journey, from hire to retire. By transforming complex HR and compliance workflows into simple, intuitive experiences, we help public-sector organizations reduce friction, improve efficiency, and focus on what matters most: making a difference. We’re looking for an experienced Customer Success Manager who is passionate about customer advocacy, successful execution of communication with a customer base, while maintaining a high rate of customer satisfaction in any customer interaction. This posting is for an existing vacancy • Be the customer’s voice within the organization by serving as their advocate to ensure their continued success. • Project manage communication plan to customers in communication blasts • Track and monitor account health: net promoter score results, churn risks and create remediation plans. • Work with at risk customers to establish a plan to achieve success • Monitor contract renewals • Be creatively proactive to deliver WOW-like experiences to PowerDMS customers. • Increase customer lifetime value and improve usage and product adoption per at risk site and account. • Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes. • Track customer complaints and actions taken to maintain or increase customer satisfaction. • A passionate customer-focused individual . • An individual who works well with others and thrives in an ever-changing environment • An analytical thinker with strong organizational skills able to multitask and work independently while still producing high quality results. . • Someone with a continuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process and the Customer Success industry • A people-person with presentation, written, and oral communications skills • A multi-tasker extraordinaire and time management guru. What You Have • Previous HR or Public Safety experience preferred. • Minimum of two (2) years of experience in previous Customer Relationship, Customer Success Management, Account Management or related role • Experience managing accounts with $15k to 40K ARR within a large book of business. • Ability to identify and manage multiple stakeholders, including Executive levels • Experience in a demanding role that requires strong leadership, proven priority management, and high emotional intelligence • Strong technical background, particularly with online software (SaaS) products and services preferred • Salesforce or Gainsight knowledge preferred • NEOGOV and/or PowerDMS knowledge preferred. • Track record of success working directly with customers to resolve issue • Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees • Generous PTO to support work-life balance • Remote working opportunities • 401K Matching • Autonomy to grow and find your career path with supportive leadership • 12-week Paid Parental Leave • Inclusive and diverse environment NEOGOV and PowerDMS do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.

Requirements

Must-haves

Please note that this is a fully remote, individual contributor role based in the United States.
For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities.
At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life.
This posting is for an existing vacancy
Be the customer’s voice within the organization by serving as their advocate to ensure their continued success.
Project manage communication plan to customers in communication blasts
Track and monitor account health: net promoter score results, churn risks and create remediation plans.
Work with at risk customers to establish a plan to achieve success
Monitor contract renewals
Be creatively proactive to deliver WOW-like experiences to PowerDMS customers.
Increase customer lifetime value and improve usage and product adoption per at risk site and account.
Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
Track customer complaints and actions taken to maintain or increase customer satisfaction.
A passionate customer-focused individual .
An individual who works well with others and thrives in an ever-changing environment
An analytical thinker with strong organizational skills able to multitask and work independently while still producing high quality results. .
Someone with a continuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process and the Customer Success industry
A people-person with presentation, written, and oral communications skills
A multi-tasker extraordinaire and time management guru.
What You Have

Nice-to-haves

Previous HR or Public Safety experience preferred.
Strong technical background, particularly with online software (SaaS) products and services preferred
Salesforce or Gainsight knowledge preferred
NEOGOV and/or PowerDMS knowledge preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: governmentjobs
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto

Parental Leave