{"id":1124867,"url":"https://alion.io/job/govpilot-customer-success-manager","title":"Customer Success Manager","company":{"id":688337,"name":"GOVPILOT","domain":"govpilot.com","url":"https://alion.io/company/govpilot","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":125000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":229},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-09-22T17:11:33Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-24T15:52:01Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"description":"About GovPilot:\nGovPilot provides cloud-based software solutions to local governments, aiming to make our communities better places to live and work. As a mission-driven company, GovPilot is committed to creating impactful technology that serves the public good.\nWe are looking for team members who take pride in their work and seek to consistently improve themselves, their skills, and their knowledge. If this sounds like you-and the type of work environment where you’d thrive-we hope you’ll join us!\nWhat We Offer:\nCompetitive salary.\nUnlimited PTO.\nFlexible working hours and remote work options.\nComprehensive health, dental, and vision insurance.\nProfessional development opportunities and learning budget.\nHome office and IT budget.\nSupportive team environment.\nThe chance to work on innovative projects with cutting-edge technologies.\n The Position:\nAt GovPilot, the customer success team is composed of Customer Success Managers (CSM’s) that serve as a trusted advisor and advocate for our customers-ensuring they achieve meaningful outcomes, adopt our platform effectively, and realize lasting value from their investment. This role partners cross-functionally with Technical Support, Professional Services, Product, Engineering and Sales to deliver an effortless customer experience and drive long-term retention and growth.\nRequired - Must be within driving distance of NJ for customer site visits 1 day a week (NJ, eastern PA, DE, NY, MD only need apply). This role will be measured on Gross Retention Rate (GRR), Net Retention Rate (NRR), and NPS.\nKey Responsibilities:\nOwn the customer relationship post-implementation, acting as the primary point of contact for engagement, adoption, and value realization\nPartner with customers to understand their business goals, workflows, and challenges-translating them into actionable success plans\nDrive platform adoption and expansion by delivering best practices, training, and proactive outreach\nMonitor account health using metrics such as utilization, satisfaction, and renewal risk; coordinate remediation or escalation when needed\nCollaborate cross-functionally with Support, Product, and Implementation teams to ensure seamless experiences and resolve issues quickly\nLead quarterly business reviews (QBRs) to showcase value, highlight outcomes, and align on new opportunities\nChampion the Voice of the Customer (VoC) to influence product enhancements and roadmap priorities\nEnsure renewals by maintaining high levels of customer satisfaction, advocacy, and referenceability\nRequired & Preferred Qualifications:\nBachelor’s degree or equivalent experience preferred\n3+ years of experience in Customer Success, Account Management, or Client Services in a SaaS company required\nExperience supporting government, public sector, or enterprise customers required\nExceptional communication, relationship management, and problem-solving skills required\nProficient in CRM or customer success platforms (Hubspot, Salesforce, Gainsight, ChurnZero, etc.) required\nHighly organized with the ability to manage multiple clients and priorities simultaneously required\nPassionate about customer outcomes and continuous improvement required\nA track record of 95% GRR and 110% NRR preferred\nWhy Join Us:\nLead mission-critical cloud infrastructure initiatives across two major cloud platforms.\nCollaborate with a high-performing engineering team to drive DevOps excellence.\nCompetitive salary, comprehensive benefits, and opportunities for career growth.\nPlay a key role in shaping a modern, scalable, and secure technology platform.\nHow to Apply:\nIf you are passionate about technology and eager to work on a dynamic team, we would love to hear from you. Please submit your resume and cover letter today!\nApplication Process:\nScreening call with a recruiter\nHiring Manager Interview\nTeam Interview\nFinal Interview with GovPIlot CEO\nEqual Opportunity Employer:\nGovPilot is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. It's important to us that our workforce reflects people of all backgrounds, identities, and experiences and by providing this data, if you choose to, it will help us to stay accountable.\nJoin us in creating amazing technology solutions that make a difference. Apply today!","description_format":"text","description_chars":4407,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Home office","Professional development","Unlimited PTO","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-09-22T20:55:09Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.42,"p_room":0.35,"age_days":31,"expected_fill_days":7,"reasons":["conf:2","win:tail"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/govpilot-customer-success-manager","json_url":"https://alion.io/job/govpilot-customer-success-manager.json","meta":{"generated_at":"2026-10-24T16:12:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23362,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688337},"rest":"https://alion.io/mcp/rest/get_company?id=688337"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgovpilot-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgovpilot-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgovpilot-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/govpilot-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgovpilot-customer-success-manager"}]}