Customer Success Manager, Public Sector SaaS - Remote

Rippling, Inc.; New Jersey; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible hours and remote work options

Health, dental, and vision insurance

Professional development budget

Home office and IT budget

Supportive team environment

Work on cutting-edge technologies

Job summary

GovPilot in New Jersey is seeking a Customer Success Manager to sustain post-implementation relationships, drive adoption, and maximize client value for public sector customers. You will partner with Support, Product, and Implementation teams to deliver proactive guidance, run quarterly business reviews, and lead renewal conversations, with NJ site visits required one day per week.

This role emphasizes clear communication, problem solving, and a commitment to customer outcomes in a fast-growing

Qualifications

• 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, etc.)

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.

Skills

Customer success

Account management

Communication

Cross-functional collaboration

CRM software (HubSpot)

Salesforce

Gainsight

ChurnZero

Problem-solving

Organizational skills

Public sector experience

Education

Bachelor’s degree

Tools

HubSpot

Salesforce

Gainsight

ChurnZero

Job description

GovPilot in New Jersey is seeking a Customer Success Manager to sustain post-implementation relationships, drive adoption, and maximize client value for public sector customers. You will partner with Support, Product, and Implementation teams to deliver proactive guidance, run quarterly business reviews, and lead renewal conversations, with NJ site visits required one day per week.

This role emphasizes clear communication, problem solving, and a commitment to customer outcomes in a fast-growing