Customer Success Manager

Rippling, Inc.; Northern (KY); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible working hours and remote work

Health, dental and vision insurance

Professional development budget

Home office and IT budget

Supportive team environment

Cutting-edge projects

Job summary

GovPilot is seeking a Customer Success Manager to manage post-implementation relationships, drive adoption, and realize value for public sector clients. You’ll collaborate with Support, Professional Services, Product, Engineering and Sales to deliver a seamless customer experience.

You must live within driving distance of NJ for 1-day-per-week customer site visits; we offer flexible hours, remote options, and a learning budget to grow your skills while helping local governments succeed.

Qualifications

• Bachelor’s degree or equivalent experience preferred
• 3+ years of experience in Customer Success, Account Management, or Client Services in a SaaS company
• Experience supporting government, public sector, or enterprise customers
• Exceptional communication, relationship management and problem-solving skills
• Proficient in CRM or customer success platforms (HubSpot, Salesforce, Gainsight, ChurnZero)
• Highly organized with ability to manage multiple clients and priorities
• Track record of strong retention and revenue growth preferred

Responsibilities

• Own the customer relationship post-implementation and be the primary contact for engagement, adoption, and value realization
• Translate customer goals into actionable success plans
• Drive platform adoption and expansion through training and proactive outreach
• Monitor account health using utilization, satisfaction, and renewal risk metrics
• Collaborate with Support, Product, and Implementation teams for seamless experiences
• Lead quarterly business reviews to showcase value and identify opportunities
• Champion the Voice of the Customer to influence product roadmap and priorities
• Ensure renewals by maintaining high customer satisfaction and advocacy

Skills

Customer Success

Account Management

Client Services

Government experience

Communication

Organization

Problem-solving

Education

Bachelor’s degree or equivalent experience

Tools

HubSpot

Salesforce

Gainsight

ChurnZero

Job description

GovPilot provides cloud-based software solutions to local governments, aiming to make our communities better places to live and work. As a mission-driven company, GovPilot is committed to creating impactful technology that serves the public good.

We are looking for team members who take pride in their work and seek to consistently improve themselves, their skills, and their knowledge. If this sounds like you–and the type of work environment where you’d thrive–we hope you’ll join us!

What We Offer:

• Unlimited PTO.
• Flexible working hours and remote work options.
• Comprehensive health, dental, and vision insurance.
• Professional development opportunities and learning budget.
• Home office and IT budget.
• Supportive team environment.
• The chance to work on innovative projects with cutting-edge technologies.

The Position:

At GovPilot, the customer success team is composed of Customer Success Managers (CSM’s) that serve as a trusted advisor and advocate for our customers—ensuring they achieve meaningful outcomes, adopt our platform effectively, and realize lasting value from their investment. This role partners cross-functionally with Technical Support, Professional Services, Product, Engineering and Sales to deliver an effortless customer experience and drive long-term retention and growth.

Required - Must be within driving distance of NJ for customer site visits 1 day a week (NJ, eastern PA, DE, NY, MD only need apply). This role will be measured on Gross Retention Rate (GRR), Net Retention Rate (NRR), and NPS.

Key Responsibilities:

• Own the customer relationship post-implementation, acting as the primary point of contact for engagement, adoption, and value realization
• Partner with customers to understand their business goals, workflows, and challenges—translating them into actionable success plans
• Drive platform adoption and expansion by delivering best practices, training, and proactive outreach
• Monitor account health using metrics such as utilization, satisfaction, and renewal risk; coordinate remediation or escalation when needed
• Collaborate cross-functionally with Support, Product, and Implementation teams to ensure seamless experiences and resolve issues quickly
• Lead quarterly business reviews (QBRs) to showcase value, highlight outcomes, and align on new opportunities
• Champion the Voice of the Customer (VoC) to influence product enhancements and roadmap priorities
• Ensure renewals by maintaining high levels of customer satisfaction, advocacy, and referenceability

Required & Preferred Qualifications:

• Bachelor’s degree or equivalent experience preferred
• 3+ years of experience in Customer Success, Account Management, or Client Services in a SaaS company required
• Experience supporting government, public sector, or enterprise customers required
• Exceptional communication, relationship management, and problem-solving skills required
• Proficient in CRM or customer success platforms (Hubspot, Salesforce, Gainsight, ChurnZero, etc.) required
• Highly organized with the ability to manage multiple clients and priorities simultaneously required
• Passionate about customer outcomes and continuous improvement required
• A track record of 95% GRR and 110% NRR preferred

Why Join Us:

• Lead mission-critical cloud infrastructure initiatives across two major cloud platforms.
• Collaborate with a high-performing engineering team to drive DevOps excellence.
• Competitive salary, comprehensive benefits, and opportunities for career growth.
• Play a key role in shaping a modern, scalable, and secure technology platform.

Application Process:

• Screening call with a recruiter
• Team Interview
• Final Interview with GovPIlot CEO

Equal Opportunity Employer:

GovPilot is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. It's important to us that our workforce reflects people of all backgrounds, identities, and experiences and by providing this data, if you choose to, it will help us to stay accountable.