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GovWorx is transforming how public safety agencies hire, train, and retain their teams through responsible AI and intelligent automation. As a Customer Success Manager, you will be a critical partner to public safety agencies, ensuring they realize maximum value from GovWorx solutions after onboarding.
You will drive adoption, value realization, and customer satisfaction by working closely with Onboarding Consultants and Client Account Managers. Your primary focus will be ensuring customer needs are met and accounts remain healthy toward renewal.
Key responsibilities include:
• Customer Value & Adoption: Ensure customers fully utilize GovWorx capabilities to achieve desired outcomes and maximize ROI. Proactively guide customers on best practices, identify opportunities to deepen usage, introduce new features, and deliver ongoing enablement through regular touchpoints and training sessions.
• Relationship Management & Advocacy: Build strong, trusted relationships with key stakeholders and end users. Maintain deep understanding of customer goals and alignment with solutions. Act as the voice of the customer internally, sharing feedback with Product, Engineering, and Leadership to inform roadmap decisions.
• Escalation & Health Management: Serve as the primary escalation point for unresolved customer issues. Coordinate with internal teams (Support, Product, Engineering) to drive timely resolution. Track engagement, adoption, and satisfaction indicators to assess account health and proactively intervene when risks are identified.
• Cross-Functional Collaboration: Partner with Onboarding Consultants and Client Account Managers for seamless customer experience. Contribute to developing customer success playbooks and engagement strategies. Identify trends and recommend improvements to processes, product, or customer experience.
Required qualifications include experience working in or with 911 QA, Training, or Operations, or prior experience in Law Enforcement, Fire Service, or EMS. You must have strong communication and relationship-building skills, ability to understand customer goals and translate them into actionable guidance, and experience driving product adoption in a SaaS environment. You should be comfortable leading customer conversations, trainings, and strategic reviews, highly organized with ability to manage multiple accounts and priorities, and possess a customer-first mindset. Up to 5% travel required. Must pass FBI fingerprint and background check in multiple states.
