Customer Success and Support Lead

TL;DR

Customer Success and Support Lead (Data Analytics/GovTech): Driving customer engagement and requirements management for federal agency digital services with an accent on user onboarding and support ecosystem optimization. Focus on bridging the gap between technical teams and end-users and translating stakeholder feedback into actionable platform improvements.

Location: Remote (Must be based in the US)

Salary: $90,000 - $100,000

Company

hirify.global is a technology company that empowers government organizations to deliver scalable and impactful digital services through agile methods.

What you will do

• Manage the end-to-end user onboarding process, from technical discovery to post-onboarding nurturing.
• Own the support ticket platform roadmap and coordinate with engineering teams to implement system improvements.
• Develop and maintain documentation for project requirements, scope, and operational processes.
• Lead monthly user orientation sessions, office hours, and proactive outreach to ensure high adoption rates.
• Analyze program status and present actionable insights to key stakeholders and leadership.
• Mentor junior staff and drive process improvements across the program to resolve roadblocks.

Requirements

• Must be based in the United States.
• Bachelor’s degree with 8+ years of related experience, or a Master’s degree with 6+ years of experience.
• Extensive experience in customer-facing roles with a proven ability to resolve complex issues.
• Ability to explain technical concepts related to data warehousing and data analytics to non-technical users.
• Proficiency with requirements management tools and support ticket platforms.
• Demonstrated growth mindset and experience implementing efficient workflows.

Nice to have

• Certifications such as PMI, CAP, ECBA, CBAP, or PBA.
• Basic familiarity with SQL and/or Python.

Culture & Benefits

• Company-subsidized health, dental, and vision insurance.
• 401K plan with employer match.
• Flexible PTO and paid parental leave after one year of service.
• Remote-first culture that prioritizes flexibility and collaboration.
• Employee Assistance Program.