Customer Success Manager - Small Business

NEOGOV is a GovTech company providing SaaS solutions that help public-sector organizations manage HR and compliance workflows. The Customer Success Manager supports small-business customers by advocating for their success, monitoring account health and renewals, improving adoption, and coordinating issue resolution and customer communications.

Responsibilities:

• 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

Requirements:

• 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
• 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
• Track record of success working directly with customers to resolve issue
• 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