Manager, Customer Success (SaaS Mid-Market)

Who We Are

GovOS is a leading provider of transaction and compliance software for state and local governments to streamline property, licensing, and tax interactions with businesses and citizens. Headquartered in Austin, Texas, GovOS serves more than 800 government agencies across the United States. With the company’s secure suite of cloud-based solutions, governments can maximize revenue, increase compliance, reduce costs, and meet constituent demand for modern, self-service transaction and payment services.

Across the country, local governments are working hard to improve the lives of their citizens, as well as their own employees. We are 100% invested in providing governments with innovative solutions and industry-leading services that will help them deliver impactful change in their communities. Government agencies have been winning awards with us for almost 20 years now. We have the highest customer retention rates in our industry because no one works harder than we do to ensure our customers’ success.

Our Mission Statement

To enable state and local governments to modernize their citizens and business transactions through innovative SaaS solutions and seamless payments.

The Customer Success team is responsible for the relationship between GovOS and our customers. This critical function is to engage with our customers to drive adoption and demonstrate ongoing value to ensure high customer retention. The Manager, Customer Success, is responsible for building and leading Customer Success Team. As the Manager of Customer Success, you will play a critical role in developing strategies to improve customer retention, satisfaction, and growth.

Responsibilities  

• Lead, mentor, and manage a team of customer success professionals.
• Develop and implement training programs to ensure the team is equipped with the necessary skills and knowledge.
• Foster a customer-centric culture within the team, emphasizing empathy, proactive support, and continuous improvement.
• Develop and execute customer success strategies that align with the company’s goals and objectives.
• Create and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives.
• Drive customer onboarding, adoption, and retention processes to ensure customer satisfaction and long-term engagement.
• Customer Relationships & Advocacy:
• Build strong relationships with key customers, acting as a trusted advisor and point of escalation.
• Advocate for customers internally, working closely with product, sales, and support teams to ensure customer needs are met.
• Develop and manage customer feedback loops to drive product enhancements and ensure continuous improvement.
• Identify opportunities for upselling and cross-selling, collaborating with the sales team to drive revenue growth.
• Implement strategies to reduce churn and increase customer lifetime value (CLTV).
• Analyze customer data to identify trends and implement proactive measures to address potential issues.
• Continuously assess and improve customer success processes, leveraging data and customer feedback.
• Implement and optimize customer success tools and technologies to streamline operations and enhance customer engagement.
• Other duties as assigned.

Qualifications 

• Bachelor's degree in business administration, communications, or a related field (preferred). 
• Proven experience in a customer support role, with at least 2 recent years in a leadership or supervisory position. 
• Excellent interpersonal and communication skills, both written and verbal. 
• Strong leadership and people management abilities.  
• In-depth knowledge of customer support principles, best practices, and technologies. 
• Proficiency in customer support software and CRM systems.  
• Analytical mindset with the ability to interpret data and make data-driven decisions.  
• Ability to work under pressure and handle escalated customer issues effectively.  
• Flexibility to work in shifts and adapt to changing schedules.  

Compensation & Benefits 

• Pay Range: $100,000 - $110,000 annually + Commission  
• Leadership and career development opportunities 
• Competitive insurance (medical, dental, vision, and voluntary life & disability) 
• Mental health benefits 
• 401(k) plan (company matching) 
• Paid holidays 
• Flexible PTO - no accruals 
• Paid generous parental leave 
• Monthly work from home stipend  

 While we are a remote organization we do have restrictions in a few states: Unfortunately, we cannot hire in these select locations: Arizona, Alaska, Arkansas, Delaware, Hawaii, Idaho, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Montana, Nebraska, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Tennessee, Vermont, West Virginia, Wisconsin  

The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors, including but not limited to work experience and performance.

GovOS, Inc. (“GovOS”) provides this California Privacy Notice (“Notice”) to describe its privacy practices with respect to its collection of Personal Information as required under the California Consumer Privacy Act (“CCPA”). GovOS’s CCPA-specific policies can be found at https://govos.com/privacy-policy/ and should be carefully reviewed prior to providing any Personal Information. This Notice applies only to job applicants and candidates for employment who reside in the State of California (“Consumers”) and from whom GovOS collects “Personal Information” (as defined in the CCPA). GovOS provides you with this Notice because under the CCPA, California residents who are job applicants qualify as "Consumers.”