Mid Market Customer Success Manager

About

NEOGOV is a fast-growing SaaS leader in the Public Sector with a mission to serve the people who serve the people . Our clients use our software to manage their employee lifecycle from hire to retire by streamlining processes in our centralized platform. We are passionate about technology, focused on customer success, and have an entrepreneurial environment where innovation is encouraged and rewarded.

NEOGOV is one of the top 50 fastest growing private software companies in the U.S. — Sound like a company you'd like to join? We are looking for top talent to make significant contributions to our products, technology, and customers.

We’re looking for an experienced Customer Success Manager who is passionate about customer advocacy, successful execution of communication with a customer base, while maintaining a high rate of customer satisfaction in any customer interaction.

What You Will Do

• Be the customer’s voice within the organization by serving as their advocate to ensure their continued success.
• Project manage communication plan to customers in communication blasts.
• Track and monitor account health: net promoter score results, churn risks and create remediation plans.
• Mitigate risk by partnering with customers to establish a plan to achieve success.
• Monitor contract renewals.
• Be creatively proactive to deliver WOW-like experiences to customers.
• Increase customer lifetime value and improve usage and product adoption per at risk site and account.
• Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
• Track customer complaints and actions taken to maintain or increase customer satisfaction.
  
  

Who You Are

• A passionate customer-focused individual.
• An individual who works well with others and thrives in an ever-changing environment.
• An analytical thinker with strong organizational skills able to multitask and work independently while still producing high quality results.
• Someone with a continuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process and the Customer Success industry.
• A people-person with presentation, written, and oral communications skills.
• A multi-tasker extraordinaire and time management guru.
  
  

What You Have

• Previous HR or Public Safety experience preferred.
• Minimum of four (4) years of experience in previous Customer Relationship, Customer Success Management, Account Management or related role.
• Experience managing accounts with ARR valued at $40-$99k within a large book of business (150-175).
• Ability to identify and manage multiple stakeholders, including Executive levels.
• Experience in a demanding role that requires strong leadership, proven priority management, and high emotional intelligence.
• Strong technical background, particularly with online software (SaaS) products and services preferred.
• Salesforce or Gainsight knowledge preferred.
• NEOGOV and/or PowerDMS knowledge preferred.
• Track record of success working directly with customers to resolve issues.
  
  

What NEOGOV Offers

• Competitive Wages
• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day One
• Generous PTO to support work-life balance
• 401K Matching
• 12-week Paid Parental Leave
• Autonomy to grow and find your career path with supportive leadership
• Remote working opportunities
• Inclusive and diverse work environment