Customer Success Manager

Location: Remote (U.S.-based)

Type: Full-Time

Clearance: Must pass FBI fingerprint and background check in multiple states

GovWorx is transforming how public safety agencies hire, train, and retain their teams through responsible AI and intelligent automation. The Customer Success Manager (CSM) is a critical partner to our agencies, ensuring they realize maximum value from GovWorx solutions after onboarding.

This role is centered on driving adoption, value realization, and customer satisfaction. The CSM will closely partner with Onboarding Consultants and Client Account Managers to ensure customer needs are met and that each account is on a healthy path toward renewal. They serve as a trusted advisor, product champion, and customer advocate, helping agencies fully leverage the platform and achieve their operational goals.

1. Customer Value, Adoption & Enablement

• Ensure customers are fully utilizing GovWorx capabilities to achieve desired outcomes and maximize ROI.

• Proactively guide customers on best practices to improve adoption, engagement, and overall effectiveness of the platform.

• Identify opportunities for customers to deepen usage and expand impact within their organization.

• Introduce and educate customers on new features, enhancements, and capabilities.

• Deliver ongoing enablement through regular touchpoints, reviews, and training sessions focused on usage and outcomes.

• Provide recommendations for workflow or process refinements that enhance value realization.

2. Customer Relationship Management & Advocacy

• Build strong, trusted relationships with key stakeholders and end users.

• Maintain a deep understanding of customer goals and ensure alignment with GovWorx solutions.

• Act as the voice of the customer internally, sharing feedback with Product, Engineering, and Leadership to inform roadmap decisions.

• Monitor overall customer health and satisfaction, proactively addressing risks and concerns.

3. Escalation & Customer Health Management

• Serve as the primary escalation point for unresolved customer issues.

• Coordinate with internal teams (Support, Product, Engineering) to drive timely resolution.

• Ensure clear communication and follow-through with customers on all escalated matters.

• Track engagement, adoption, and satisfaction indicators to assess account health.

• Proactively intervene when risks are identified to maintain strong customer relationships and support retention.

4. Cross-Functional Collaboration & Continuous Improvement

• Partner closely with Onboarding Consultants and Client Account Managers to ensure seamless customer experience and long-term success.

• Contribute to the development of customer success playbooks, engagement strategies, and best practices.

• Identify trends across customers and recommend improvements to processes, product, or customer experience.

• Provide regular updates on customer health, risks, and opportunities to Customer Success leadership.

• Experience working in or with 9-1-1 QA, Training, or Operations, or prior experience in Law Enforcement, Fire Service, or EMS.

• Strong communication and relationship-building skills with the ability to influence and guide customers.

• Ability to understand customer goals and translate them into actionable guidance for platform usage.

• Experience driving product adoption and customer engagement in a SaaS or

  technology environment.

• Comfortable leading customer conversations, trainings, and strategic reviews.

• Highly organized with the ability to manage multiple accounts and priorities.

• A customer-first mindset with a passion for helping agencies succeed.

• Ability to travel up to 5% as needed.

• Clearance: Must pass FBI fingerprint and background check in multiple states

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.