Customer Success Manager

Job Title:

Customer Success Manager

Employment Type:

Regular, Full-time

Team:
Customer Success

Reports to:

Chief Customer Officer

Location:

US – Remote

Simpli Gov is the government forms and workflow automation platform that helps agencies ditch the paper, move faster, and serve constituents better. We provide one platform for all government workflows - fill, pay, route, automate, sign, and populate. Built for how government really works, Simpli Gov combines modern tech with a human touch: no‑code tools, fast support, and proven results across 100+ agencies.

We are growing rapidly and looking for talented, high‑impact players to join our team!

This is an incredible opportunity for a customer‑obsessed professional who is equally passionate about making a real impact in state and local communities. As a Customer Success Manager (CSM) at Simpli Gov, you will be a trusted partner helping government customers achieve their strategic objectives and realize maximum value from their investment in Simpli Gov’s solutions and services. You will manage a portfolio of accounts, ensuring customer satisfaction, retention, and expansion, while fostering long‑term executive relationships.

Acting as the voice of the customer, you will work cross‑functionally with Sales, Product Management, Engineering, Professional Services, Marketing, and other teams to align customer needs with Simpli Gov’s innovation and delivery.

This role operates in a fully remote environment with planned travel to customer locations, industry events, and company gatherings. Being a CSM requires a balance of strategic consulting, technical acumen, and program management. You must be comfortable engaging with C‑level executives, department heads, and technical project leads, while also diving deep into product functionality to provide expert guidance. The ideal candidate is proactive, data‑driven, and enthusiastic about driving digital transformation in the public sector.

• Own and manage a portfolio of accounts with clear alignment at the project, program and leadership levels.
• Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
• Help maintain customer documentation, success plan tracking, and account records.

• Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
• Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
• Assist in gathering customer feedback and organizing it for internal teams.

• Convey value by demonstrating progress in the customer’s program outcomes.
• Hold Strategic/Executive Business Reviews to ensure value is realized at the leadership level.
• Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.

• Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
• Document product issues or enhancement requests and monitor progress toward resolution.
• Support internal process improvements, including the use of AI tools to increase efficiency where appropriate.

• Identify and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.
• Maintain up‑to‑date knowledge of Simpli Gov features to provide accurate guidance and direct customers to appropriate resources.

• 5+ years of relevant, client‑facing experience in customer success, account management, or consulting (required).
• Strong background working with government or public sector clients (required).
• Proven ability to influence senior stakeholders and present strategic recommendations to executives.
• Operates with a bias to action and enthusiastically embraces change management.
• Highly organized with strong attention to detail and follow‑through that thrives in a fast‑paced, growing organization.
• Strong account management skills with a track record of managing complex, multi‑stakeholder initiatives.
• Expe…