Customer Operations & Automation Manager

SimpliGov is hiring a Customer Operations & Automation Manager to redesign and automate internal Customer Success operations for government customers. The role owns customer data and processes, AI and automation workflows, Salesforce coordination, and Professional Services capacity planning, forecasting, and reporting.

Responsibilities:

• Find, prioritize, and ship AI and automation use cases across the customer lifecycle, such as renewal and QBR prep, account health summaries, call and meeting notes, ticket triage, and risk alerts
• Build and maintain automated workflows in Salesforce Flows, CS tools, and approved AI platforms, and measure each one's impact (hours saved, response time, adoption), retiring what does not deliver
• Set standards for responsible AI use with customer data, partnering with Security and Compliance so workflows meet public-sector data requirements
• Train and enable CSMs on new tools and prompts, and maintain a shared library of approved AI workflows
• Map and improve the customer journey end to end, from sales-to-onboarding handoff through implementation, adoption, renewal, and expansion, and own the account health score model, including inputs, weighting, thresholds, and the actions each score triggers
• Design and document CS playbooks, SLAs, and escalation paths, drive adoption across the team, and plan capacity and book-of-business coverage models as the customer base grows
• Run the voice-of-customer loop (surveys, NPS/CSAT, feedback themes) and route insights to Product and leadership
• Serve as Customer Success's primary partner to Revenue Operations: own CS data quality in Salesforce, agree shared metric definitions with RevOps and Finance (GRR, NRR, churn, expansion), and keep integrations across shared tools working
• Build and maintain CS dashboards and the renewal forecast view, and prepare CS data for leadership and board reporting
• Own Professional Services data, capacity plans, and demand and revenue forecasts, and produce regular PS reporting (utilization, project health, on-time and on-budget delivery, margin, backlog, time to go-live), flagging capacity gaps and delivery risks early and identifying recommendations

Requirements:

• 5+ years in Customer Operations, Revenue Operations, Support Operations, or a similar B2B SaaS role
• Strong Salesforce skills: reports and dashboards, the data model, and building or specifying Flows
• Hands-on experience with LLM tools and AI platforms (e.g., Salesforce Agentforce, Claude, ChatGPT Enterprise) and automation tools (e.g., Zapier, Workato)
• Proficiency with a Professional Services Automation platform such as NetSuite OpenAir or Big Time
• Proficiency with customer support systems (e.g., Salesforce Service Cloud, Zendesk) and experience with a Customer Success Platform (e.g., Gainsight, ChurnZero, Vitally)
• Track record of shipping automations or AI workflows that the team actually adopted, with measurable results
• Process design experience: mapping workflows, writing playbooks, and leading change across a team
• Working knowledge of SaaS retention metrics (GRR, NRR, churn, health scoring, renewal forecasting)
• Clear communicator who can turn business needs into technical requirements, and back again
• GovTech or public-sector SaaS experience, including contract-driven renewals and procurement cycles
• Salesforce Administrator certification
• Familiarity with data security expectations for government customers (e.g., SOC 2, StateRAMP/FedRAMP)