Customer Success Manager at Govworx

CUSTOMER SUCCESS MANAGER Location: Remote (U.S.-based) Type: Full-Time Clearance: Must pass FBI fingerprint and background check in multiple states Overview GovWorx is transforming how public safety agencies hire, train, and retain their teams through responsible AI and intelligent automation. The Customer Success Manager is a critical partner to our agencies, ensuring they receive maximum value from GovWorx solutions after onboarding. This role blends 9-1-1 solution configuration, consulting, business analysis, customer advocacy, and long-term relationship management. The ideal candidate brings 9-1-1 QA, Training or Ops experience, strong communication and analytical skills, and a passion for elevating operational excellence across 9-1-1. KEY RESPONSIBILITIES CONSULTING & BUSINESS ANALYSIS - Needs Assessment: Understand customer workflows, challenges, staffing models, and KPIs to recommend tailored platform configurations and best practices. - Process Optimization: Advise agencies on optimizing operational processes using GovWorx capabilities to improve efficiency and consistency. - Data Analysis & Insights: Evaluate analytics and reports to provide actionable recommendations and strategic insights to agency decision-makers. TECHNICAL SUPPORT & CUSTOMER ADVOCACY - Escalation Management: Act as the primary escalation channel for operational or technical issues, partnering with Product and Engineering to ensure timely resolution. - Ongoing Consultation: Conduct regular review meetings to assess solution performance, identify enhancements, and support long-term agency success. - Customer Advocacy: Serve as the internal voice of the customer, communicating feedback and needs to Product, Engineering, and Sales to influence roadmap priorities. RELATIONSHIP & RENEWAL MANAGEMENT - Account Health Monitoring: Track metrics such as engagement, platform activity, evaluation volume, training utilization, and satisfaction to proactively address risks. - Renewal Preparation: Work with Customer and internal stakeholders to support a smooth, informed renewal process that reinforces value and encourages expanded adoption. - Retention & Satisfaction: Promote customer loyalty through proactive communication, strategic alignment, and continued growth opportunities. CONTINUOUS IMPROVEMENT - Best Practices & Playbooks: Contribute to the development of scalable onboarding frameworks, training methodologies, and customer success processes. - Efficiency & Scalability: Identify areas for process improvement within implementation, support, and ongoing customer engagement. - Reporting & Analysis: Provide regular status updates, customer health reports, and churn-risk assessments to the VP of Customer Success. QUALIFICATIONS - Experience working in or with 9-1-1 QA and Training - Ability to interpret workflows, data, and operational metrics to make informed recommendations. - Comfortable leading trainings, configuration sessions, and customer meetings. - Ability to manage multiple customers and deadlines in a fast-paced environment. - A consultative, solutions-oriented mindset with a passion for supporting agency success. - Clearance: Must pass FBI fingerprint and background check in multiple states WHY JOIN GOVWORX? GovWorx is redefining how public safety agencies strengthen their teams, supporting supervisors, trainers, call takers, dispatchers, officers, medics, and leaders with technology that builds skill, confidence, and operational excellence. You will play a direct role in empowering agencies and improving outcomes for the professionals who serve our communities every day.