Senior Customer Success Manager (CSM)

At GovInvest, we provide innovative software and services to help local governments manage and optimize their financial strategies. We’re looking for a Senior Customer Success Manager (CSM) to join our growing team. The ideal candidate will have a strong background in customer success, a deep understanding of our products and services, and a passion for driving customer satisfaction, retention, and success in the public sector.

The Senior CSM will be responsible for managing a portfolio of government clients, ensuring their successful use of GovInvest products and services. The Senior CSM will serve as the key point of contact for assigned clients, acting as a strategic advisor to ensure the client is maximizing the value of their GovInvest software. In addition to managing client relationships, this role requires collaborating with other departments, such as product, marketing, and sales, to deliver exceptional client service and ensure a seamless experience across the board.

Key Responsibilities:

Client Engagement & Retention:

• Lead and manage a portfolio of government clients, driving success, engagement, and retention.
• Build strong relationships with clients, understanding their needs and goals, and ensuring their success with GovInvest’s software.
• Conduct regular Quarterly Business Reviews (QBRs) and in-depth check-ins to assess satisfaction, usage, and business outcomes.
• Proactively identify opportunities for account expansion, upsell, and renewals while ensuring client needs are consistently met.
• Manage multiple high-value renewals at once, ensuring each client feels valued and supported throughout the renewal process.

Consultative Support:

• Serve as a trusted advisor to clients, guiding them through complex situations, such as pension funding strategies, labor costing, and GASB reporting.
• Provide thought leadership in quarterly strategy discussions, focusing on creating value-driven outcomes for clients.
• Assist clients in understanding the nuances of their contracts and products, ensuring successful software usage, and managing any blockers they encounter.

Collaboration & Project Management:

• Collaborate cross-functionally with sales, product operations, marketing, and consulting teams to ensure client expectations are aligned and met.
• Manage client deliverables and software updates, ensuring clients are equipped to use the tools effectively and are aware of any changes.
• Actively participate in internal and external product and technical discussions to relay valuable client feedback to the product teams and help shape future product improvements.
• Facilitate smooth handoffs between different departments to ensure a seamless client experience.
• Develop clear, actionable documentation for both internal and client-facing purposes, ensuring all stakeholders are kept informed and aligned.

Client Onboarding & Renewals:

• Own and manage renewals for a specific portfolio of accounts, driving the renewal process through proactive engagement and addressing any renewal blockers early in the process.

Core Competencies for Success:

• Client-Focused Approach: A commitment to fostering strong, long-term relationships by fully understanding client needs and aligning solutions accordingly.
• Problem-Solving & Critical Thinking: Ability to assess complex situations, think critically, and offer innovative solutions.
• Collaboration & Cross-Functional Teamwork: Experience working closely with internal teams and stakeholders, fostering strong relationships and shared goals.
• Proactive Communication: A strong communicator who ensures that clients and internal teams are regularly informed and aligned.
• Detail-Oriented & Organized: Ability to manage a large client portfolio while maintaining attention to detail and consistent follow-through on deliverables.
• Experience with/Interest in Onsite Client Visits: Ability to travel to clients for in-person meetings and support, ensuring deeper engagement and connection.

Job Requirements:

• Experience: 5+ years of experience in customer success, account management, or client services, with proven success in managing government clients.
• Expertise: Strong understanding of software implementation, customer retention, and cross-functional collaboration, particularly in the B2G (business-to-government) environment.
• Skills: Exceptional communication, presentation, and relationship-building skills. Expertise in Salesforce or similar CRM software.
• Problem-Solving: Ability to analyze complex issues, offer solutions, and drive actionable results.
• Experience in Government: Background or familiarity with local government processes, especially related to finance, pensions, and labor costing, is highly preferred.
• Education: Bachelor’s degree in Business, Public Administration, Political Science, or a related field. Relevant certifications or continued education in customer success is a plus.
• Location: Flexible work location with the ability to travel to clients as needed (on-site client visits as part of the role).