Senior Customer Success Manager, Public Sector SaaS Remote

Rippling, Inc.; Northern (KY); Hybrid; 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 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.