GovPilot
Head Of Customer Experience
GovPilot is a fast-growing SaaS startup transforming local government operations through modern, cloud-based software. We help municipalities digitize services, improve transparency, and better serve their communities. With an ambitious roadmap and a collaborative, mission-driven culture, GovPilot is scaling fastand so is our need for an exceptional leader to shape the customer journey. We're hiring a Head Of Customer Experience to lead Customer Success, Support, and Onboarding. This is a critical leadership role responsible for architecting and scaling the post-sale experience to drive adoption, satisfaction, and retention across our government client base. You'll lead a cross-functional team of CSMs, onboarding specialists, support reps, and project managers, and partner closely with Product, Engineering, and Sales. You'll also leverage AI-driven insights and automation tools to streamline operations and deliver a high-touch experience that scales. Key Responsibilities
Own the full customer lifecycle post-sale: implementation, support, and success. Set the strategic vision for a scalable, tech-enabled Customer Experience organization. Create and own KPIs tied to time-to-value, NPS, CSAT, churn, and expansion. Partner with senior leadership to align cross-functional initiatives and customer outcomes. Use automation, AI tools, and analytics to improve onboarding velocity, support resolution times, and proactive success outreach. Standardize playbooks and SOPs across functions while enabling tailored service where needed. Evaluate and implement tools (e.g., Gainsight, Zendesk, ClickUp, AI-based support chatbots) to drive operational scale. Manage and mentor a multidisciplinary team; hire and scale as needed. Build a performance-driven, feedback-rich team culture with high accountability. Provide clarity on roles, expectations, and career growth paths across onboarding, success, and support. Ensure customers achieve fast and measurable value from GovPilot's platform. Oversee a structured onboarding process, proactive success planning, and responsive, empathetic support. Reduce churn through lifecycle mapping, predictive risk models, and value reinforcement. Bring structured customer feedback into Product and Engineering. Drive initiatives to improve usability, reduce friction, and increase customer love. Ideal Candidate
Must-Haves: 7+ years in customer-facing roles, with 3+ years leading Customer Success, Support, or Onboarding teams in a SaaS company. Proven success building or scaling these functions at a startup or high-growth company. Deep understanding of AI/automation tools in support and CS operations. Strategic thinker who is equally comfortable in the weeds and the boardroom. Strong process orientation, customer empathy, and data fluency. Nice-to-Haves: Experience with government, public sector, or regulated industries. Familiarity with tools like HubSpot, ClickUp, Zendesk, and data/AI platforms. Experience leading remote/global/hybrid teams. Why GovPilot?
High-impact role shaping the future of digital government. Start-up culture with real ownership, speed, and autonomy. Strong executive support for Customer Experience investment. Competitive compensation, benefits, and mission-driven work.
GovPilot is a fast-growing SaaS startup transforming local government operations through modern, cloud-based software. We help municipalities digitize services, improve transparency, and better serve their communities. With an ambitious roadmap and a collaborative, mission-driven culture, GovPilot is scaling fastand so is our need for an exceptional leader to shape the customer journey. We're hiring a Head Of Customer Experience to lead Customer Success, Support, and Onboarding. This is a critical leadership role responsible for architecting and scaling the post-sale experience to drive adoption, satisfaction, and retention across our government client base. You'll lead a cross-functional team of CSMs, onboarding specialists, support reps, and project managers, and partner closely with Product, Engineering, and Sales. You'll also leverage AI-driven insights and automation tools to streamline operations and deliver a high-touch experience that scales. Key Responsibilities
Own the full customer lifecycle post-sale: implementation, support, and success. Set the strategic vision for a scalable, tech-enabled Customer Experience organization. Create and own KPIs tied to time-to-value, NPS, CSAT, churn, and expansion. Partner with senior leadership to align cross-functional initiatives and customer outcomes. Use automation, AI tools, and analytics to improve onboarding velocity, support resolution times, and proactive success outreach. Standardize playbooks and SOPs across functions while enabling tailored service where needed. Evaluate and implement tools (e.g., Gainsight, Zendesk, ClickUp, AI-based support chatbots) to drive operational scale. Manage and mentor a multidisciplinary team; hire and scale as needed. Build a performance-driven, feedback-rich team culture with high accountability. Provide clarity on roles, expectations, and career growth paths across onboarding, success, and support. Ensure customers achieve fast and measurable value from GovPilot's platform. Oversee a structured onboarding process, proactive success planning, and responsive, empathetic support. Reduce churn through lifecycle mapping, predictive risk models, and value reinforcement. Bring structured customer feedback into Product and Engineering. Drive initiatives to improve usability, reduce friction, and increase customer love. Ideal Candidate
Must-Haves: 7+ years in customer-facing roles, with 3+ years leading Customer Success, Support, or Onboarding teams in a SaaS company. Proven success building or scaling these functions at a startup or high-growth company. Deep understanding of AI/automation tools in support and CS operations. Strategic thinker who is equally comfortable in the weeds and the boardroom. Strong process orientation, customer empathy, and data fluency. Nice-to-Haves: Experience with government, public sector, or regulated industries. Familiarity with tools like HubSpot, ClickUp, Zendesk, and data/AI platforms. Experience leading remote/global/hybrid teams. Why GovPilot?
High-impact role shaping the future of digital government. Start-up culture with real ownership, speed, and autonomy. Strong executive support for Customer Experience investment. Competitive compensation, benefits, and mission-driven work.