Customer Success Manager (GovTech)

TL;DR

Customer Success Manager (GovTech): Managing the onboarding and adoption of cloud-based ERP solutions for local governments and utility districts with an accent on customer value realization and retention. Focus on improving NPS scores, resolving escalated challenges, and driving platform adoption for new and tenured accounts.

Location: Hybrid (USA)

Company

hirify.global provides cloud-based ERP solutions dedicated to enhancing efficiency for local governments and utility districts.

What you will do

• Serve as the primary point of contact for customers during cloud product go-live and onboarding.
• Develop and maintain success plans to document key goals, timelines, and milestones for each account.
• Drive platform adoption by providing best practices, training recommendations, and tailored resources.
• Act as an internal customer advocate, coordinating with Support, Product, and Implementation teams.
• Monitor customer health and sentiment to proactively address risks to satisfaction.
• Partner with leadership to implement initiatives aimed at improving NPS and overall customer sentiment.

Requirements

• 3+ years of experience in Account Management, Product Management, Professional Services, or Support.
• Experience working with local governments and navigating complex public sector organizational structures.
• Deep subject matter expertise with hirify.global products.
• Proficiency with Salesforce.
• Must be eligible to work in the US (E-Verify/I-9 process).

Culture & Benefits

• Comprehensive health, dental, and vision insurance with employer-paid premiums.
• 401(k) retirement plan with employer contributions and a discretionary 50% match.
• Employer-contributed Health Savings Plan (75%).
• Paid parental leave, disability, and life insurance.
• Generous PTO, holiday time, and company-sponsored events.