Public Sector Client Success Manager — Adoption & Renewal

Edmunds GovTech; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Edmunds GovTech is seeking a Customer Success Manager to lead onboarding and ensure customers derive maximum value from ERP-related solutions for municipal, county, and regulatory clients.

You will own the go-live, drive adoption across Finance, Tax, and Utility modules, and maintain health metrics through regular check-ins. A solid background in the public sector and CRM tools is essential for success.

Qualifications

• Bachelor’s degree required.
• Knowledge of customer service practices.
• Experience with local government, public sector, or another regulated, mission-critical domain.
• Familiarity with ERP or financial-management software, general ledger, payroll, tax or utility & permitting billing.
• Minimum of 3 years’ experience in customer success, account management, or customer service role.
• Hands-on time in Vitally, Salesforce, or comparable customer success and CRM platforms.
• Excellent organizational and time management skills.
• Exceptional written and verbal communication skills.
• Strong analytical and problem-solving skills.
• A track record of improving retention, adoption, or NPS, and CS-sourced opportunities handed to Sales team.

Responsibilities

• Own the handoff and the go-live for new accounts and set expectations for support channels, SLAs, and self-help resources.
• Drive adoption and ensure customers use the full value of the product, with emphasis on Finance, Tax, and Utility modules.
• Run the health cadence with bi-weekly check-ins post-go-live and establish tier-based rhythms to monitor item closure and ROI.
• Lead annual business reviews with top accounts to evaluate goal achievement and ROI.
• Catch risk early, document risks, build action plans, and coordinate escalations with the Customer Experience Manager.
• Surface growth opportunities by identifying added modules or services and creating quotes in Salesforce for Sales.
• Own renewals and retention for your book of business.
• Carry the customer voice by distributing NPS and feeding feedback back to Leadership, Product, and Support.
• Show up where customers are by planning and attending education events and webinars, both in person and virtually.

Skills

Customer service practices

Public sector experience

ERP/financial-management software

Vitally / Salesforce

Organizational & time management

Written & verbal communication

Analytical & problem solving

Retention/NPS improvement

CS opportunities to Sales

Education

Bachelor’s degree

Tools

Vitally

Salesforce

Job description

Edmunds GovTech is seeking a Customer Success Manager to lead onboarding and ensure customers derive maximum value from ERP-related solutions for municipal, county, and regulatory clients.

You will own the go-live, drive adoption across Finance, Tax, and Utility modules, and maintain health metrics through regular check-ins. A solid background in the public sector and CRM tools is essential for success.