Enterprise, Customer Success Manager

About

NEOGOV is a proud SaaS leader in the Public Sector for HR, Recruiting, employee development, and management. Through the NEOGOV HR Suite, our passion is to bring efficient and more innovative solutions to public sector organizations. We are in business to serve the people who serve the people.

Our team is looking for an experienced professional who is passionate about customer advocacy, successful execution of a diverse range of customer retention campaigns, and account management to drive product usage and adoption while maintaining a high rate of customer satisfaction throughout the client’s life cycle.

What You Will Do

• Be the customer’s voice within the organization by serving as their advocate to ensure their continued success
• Build success plans with customers and help facilitate achieving success
• Develop and foster relationships with multiple stakeholders within accounts, including Site Admins, Influencers and Decision Makers
• Track and monitor account health: net promoter score results, churn risks, and create remediation plans
• Proactively reach out to each customer quarterly at a minimum, and document interactions in our CRM tool
• Deliver Business Reviews annually to customers to validate they have received the value expected and develop a plan for upcoming objectives
• Secure contract renewals
• Participate in introducing new products and features to the customer base
• Increase customer lifetime value and improve usage and product adoption per site and account
  
  

Who You Are

• Creative team player to deliver WOW-like experiences to our customers.
• Proactive problem solver with negotiation skills
• Natural advocate for customers
• Confident presenter with excellent written and verbal communication
• A champion of company values
• Able to thrive is a fast-paced and ever-changing environment
  
  

What You Have:

• Bachelor’s Degree or commensurate experience.
• Minimum of four (4) years of experience in a Customer Relationship, Project Management, or Account Management role.
• Ability to upsell new products and additional product features through customer interactions
• Strong technical background, particularly with online software (SaaS) products and services preferred
• Bilingual in English and Spanish, not required, but nice to have
• Salesforce, Gainsight or CRM knowledge a plus
• Track record of success managing and optimizing a portfolio of customers
• Continuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process, and the Customer Success industry
• Ability to travel up to 25% of the time
  
  

Bonus Skills/Nice to have:

• Experience with a book of business over 1.5mm in ARR
• Experience with Gainsight or other Customer Success Platform
• Experience with in either Government or Healthcare vertical markets
  
  

What NEOGOV Offers

• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees
• Generous PTO and Flex-Time off
• Remote working opportunities
• 401K Matching
• Autonomy to grow and find your career path with supportive leadership
• Truly inclusive and diverse environment
• 12-week Paid Parental Leave
• Additional Benefits specific to department, etc.
  
  

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.