Customer Success Manager (Remote)

GovCIO; United States; Remote; USD 135,000 - 155,000; Full time

Job summary

GovCIO is seeking a Customer Success Manager to support Veterans Affairs Data Modernization initiatives. This fully remote role within the United States enables rapid onboarding, improves customer intake processes, and provides high-quality support for users accessing modern data platforms.

You will own a portfolio of internal customers, build relationships, understand strategic goals, and collaborate with product, engineering, marketing, and support to realize value.

Qualifications

• Bachelor’s degree in IT, engineering, or a related technical field.
• 8+ years in project management or a similar role.
• 3+ years in customer success or account management with enterprise products.
• Proven ability to navigate complex organizations and relationships.
• Proficient with high-quality PowerPoint templates and data analysis using spreadsheets.
• Strong troubleshooting, problem-solving, and analytical skills.
• Experience onboarding users and provisioning access workflows.
• Excellent communication and interpersonal skills.
• Ability to document processes and maintain knowledge articles.

Responsibilities

• Own a portfolio of internal customers and build relationships.
• Understand customers' strategic goals and stakeholders.
• Collaborate with product, engineering, marketing, and support to track value.
• Collect insights to drive platform adoption and scale use cases.
• Maintain account documentation and success plans.
• Create customer success playbooks and templates.
• Serve as the front door for VA Data Modernization support.
• Assist users with onboarding and access provisioning workflows.
• Coordinate with Databricks SMEs for post-provisioning engagement.
• Identify blockers and drive process improvements.
• Provide clear, helpful communication and issue resolution.

Skills

Project management

Customer success

Relationship building

PowerPoint templates

Data analysis

SQL

Python

Azure

Onboarding & access provisioning

Documentation

Education

Bachelor’s degree in Information Technology/Engineering/technical discipline

Tools

Databricks

Azure

SQL

Python

Job description

GovCIO is currently hiring for a Customer Success Manager (CSM) to support Veterans Affairs (VA) Data Modernization initiatives. This role plays a critical part in enabling rapid onboarding, improving customer intake processes, and providing high-quality support for users accessing modern data platforms. This position will be fully remote located within the United States.

Responsibilities

• Own a portfolio of internal customers and build deep relationships across their organizations, from analysts, developers, to directors and above.
• Develop intimate understanding of portfolio customers’ strategic goals, team composition, decision-makers, and targeted business results.
• Collaborate with product, engineering, marketing, and support to realize, track, and report customer values created.
• Collect insights to support identification of scalable user cases that drives platform adoption, maximize customer values, and advocate internally for what teams need to deliver to enable and scale these use cases.
• Maintain rigorous account documentation — success plans, stakeholder maps, risk flags, account pulses, and agreed next steps — that sets the operation context for the broader team.
• Create customer success playbook, customer engagement templates, and team best practices, to leave the customer success function stronger than they found it.
• Serve as the primary “front door” for VA Data Modernization customer support, ensuring a smooth and responsive user experience.
• Provide access and provisioning support, including validating NDS privileges for fast-track users.
• Assist users in understanding cloud data environments, common tools, DevTest data access, and workspace functionality.
• Coordinate with Databricks SMEs and Summit Customer Enablement teams for white-glove support and post‑provisioning engagement.
• Identify blockers and inefficiencies within the intake or support process and elevate improvement opportunities.
• Ensure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communication.
• Help workgroups set up their resources and migrate their work loads
• Collaborate with the on‑prem teams to decommission the necessary resources after migrations have been completed
• Manage competing priorities, handle research and response for all product line operations related data calls and provide ongoing progress reports.
• Manage parallel projects under a complex program while also providing cross functional program level support.
• Identify and prioritize customers top‑reported and recurring issues to triage them to the appropriate teams and drive them to resolution.

Qualifications

Required Skills and Experience

• Bachelor’s degree in an Information Technology, Engineering, or technical discipline (or commensurate experience).
• 8 years of experience in project management or a similar role.
• 3+ years of experience in customer success, account management, or a related field — with a demonstrated track record managing technical products for enterprise accounts and help customers achieve business outcomes.
• Demonstrated ability to build and navigate relationships across complex organizations, both internally and with customers.
• Proficiency with Building high‑quality PowerPoint templates, data analysis with Spreadsheets and Pivot tables, and connecting to databases and building queries.
• Strong troubleshooting, problem‑solving, and analytical abilities.
• Experience supporting user onboarding and access provisioning workflows.
• Excellent communication, customer service, and interpersonal skills.
• Ability to document processes clearly and maintain up‑to‑date knowledge articles.

Preferred Skills and Experience

• Experience supporting federal agencies, particularly Veterans Affairs (VA).
• Experience in a high‑growth or early‑stage company, preferrable in the data analytics and cloud computing space, where you helped create the first playbook and operated with minimum supervision.
• History of contributing to team infrastructure — playbooks, engagement templates, peer coaching, or process improvements that raised overall team performance.
• Proven track record of driving urgent customer requests for the customer and the ability to drive multiple teams toward a common goal.
• Bonus: proficiency with one of more of the following areas: cloud computing basics, data and analytics, SQL, Python.
• Experience with Microsoft Azure with the ability to search for Resource Groups across the SDP and CNG Azure subscriptions
• Ability to provide support in individual Azure resources, including: Launching and supporting Databricks workspaces and assisting in executing and testing queries within the resources
• Ability to guide customers through Azure storage structures.
• Experience processing and troubleshooting change requests, provisioning new resources, removing unused resources, debugging and escalating resource errors, triaging users to gain access to Databricks or other resources

Clearance Required

• Ability to obtain and maintain a suitability/Public Trust

Posted Salary Range

USD $135,000.00 - USD $155,000.00 /Yr.