Customer Success Manager II (GovTech)

TL;DR

Customer Success Manager II (GovTech): Managing a portfolio of ~80 government accounts to drive software adoption, retention, and expansion with an accent on proactive relationship management and data-driven risk mitigation. Focus on navigating renewal cycles, identifying expansion opportunities, and acting as the voice of the customer to internal product teams.

Location: On-site in Dallas, TX; Boston, MA; San Francisco, CA; Chicago, IL; or Atlanta, GA.

Salary: $80,000 – $100,000 (varies by location).

Company

hirify.global is a leader in AI and ERP solutions for local and state governments, dedicated to powering more effective and accountable public service.

What you will do

• Own the end-to-end lifecycle for a portfolio of ~80 customers, moving beyond reactive support to proactive partnership.
• Use data-driven insights to identify at-risk accounts and execute stabilization plans to secure renewals.
• Manage the full renewal cycle, maintaining high Net Revenue Retention (NRR) and identifying expansion opportunities.
• Conduct executive business reviews (EBRs) to align software value with customer budgetary and legislative goals.
• Act as the voice of the customer for Product and Engineering teams to influence the product roadmap.
• Contribute to the internal playbook for churn prevention and onboarding efficiency.

Requirements

• Minimum 1.5+ years of experience in Customer Success or Account Management within the SaaS industry.
• Proven experience managing a large book of business (50+ accounts) with a focus on scale.
• Strong commercial acumen, including experience with budgets, renewal contracts, and objection handling.
• Analytical skills to translate usage data into actionable outreach strategies.
• Resilience and grit in problem-solving and turning frustrated customers into advocates.
• Must be based in or able to work on-site in one of the specified office locations.

Nice to have

• Experience working with or selling to local/state government (GovTech).

Culture & Benefits

• Comprehensive healthcare options for individuals and families.
• 401(k) with company match.
• Flexible vacation policy and paid company holidays.
• Paid parental leave, wellness stipends, and HSA contributions.
• Professional development and growth opportunities.
• Collaborative office environment with weekly catered lunches.