SimpliGov
SimpliGov provides workflow automation, digital forms, and electronic signature solutions designed specifically for government agencies. The company's no-code platform helps state and local governments digitize their operations, accelerate processes, and improve the experience for both employees and constituents.
The VP of Customer Success is responsible for understanding the customer’s business needs, ensuring that they adopt and renew SimpliGov’s products and identifying opportunities to grow revenue from within our customer base. This individual is responsible for leading and scaling a Customer Success organization initially through tenured individual contributor, and eventually through managers, for defined renewal revenue targets.
Key Responsibilities
Drive Customer Success Outcomes Define and Optimize Customer Lifecycle Measure Effectiveness of Customer Success Develop systems, programs and AI that will drive adoption of the product, increase customer satisfaction and enable the teams to scale efficiently Manage team to financial targets Inspire Customer Success Across Company Specific responsibilities include: Improve renewal rates and reduce churn risk Increase future lifetime value through higher product adoption, customer satisfaction and overall health scores Develop specific account plans and strategies to support customer retention and growth during the customer journey Identify expansion opportunities and work with Sales counterparts to grow revenue from within the customer base Drive future growth through greater advocacy and reference-ability Develop and maintain senior-level customer relationships at key accounts and network with high potential prospects Design and manage programs that delight customers throughout the customer journey while improving efficiency and enabling scale through repeatable processes and automation Qualifications & Experience
10+ years of progressive SaaS services management leadership experience, with at least 5 years leading managers and larger CS teams (15+ employees) Hands-on leadership style and direct experience building customer engagement models, playbooks, methodologies and processes that will allow the team to scale efficiently Maintain a personal presence and high visibility with key customers and assist in closing new deals and renewals Experience working with government customers (state, local, agencies) to develop success plans that deliver value An analytical skillset to drill into key metrics, identify patterns, opportunities and risks and key performance drivers Compelling executive presence in front of customers, partners, and employees Outstanding communication and presentation skills Success in dynamic growth environments with rapid change and fluidity, and building organizations that thrive and scale to the next level Track record of owning and driving to retention and expansion KPIs Ability to travel for onsite customer meetings 25% of the time Bachelor’s degree or equivalent experience required Personal Characteristics
Ideal candidates for the role should have a track record of success and proven SaaS CS scaling experience. Their work will involve managing across a group of individual contributors and managers and have the ability to jump into customer escalations to retain customers. Hands-on, detail-oriented leader who can operate strategically and tactically Analytical thinker with a track record of optimizing processes and improving efficiency Executive presence with excellent communication High EQ collaborator who operates with ethics and integrity
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Drive Customer Success Outcomes Define and Optimize Customer Lifecycle Measure Effectiveness of Customer Success Develop systems, programs and AI that will drive adoption of the product, increase customer satisfaction and enable the teams to scale efficiently Manage team to financial targets Inspire Customer Success Across Company Specific responsibilities include: Improve renewal rates and reduce churn risk Increase future lifetime value through higher product adoption, customer satisfaction and overall health scores Develop specific account plans and strategies to support customer retention and growth during the customer journey Identify expansion opportunities and work with Sales counterparts to grow revenue from within the customer base Drive future growth through greater advocacy and reference-ability Develop and maintain senior-level customer relationships at key accounts and network with high potential prospects Design and manage programs that delight customers throughout the customer journey while improving efficiency and enabling scale through repeatable processes and automation Qualifications & Experience
10+ years of progressive SaaS services management leadership experience, with at least 5 years leading managers and larger CS teams (15+ employees) Hands-on leadership style and direct experience building customer engagement models, playbooks, methodologies and processes that will allow the team to scale efficiently Maintain a personal presence and high visibility with key customers and assist in closing new deals and renewals Experience working with government customers (state, local, agencies) to develop success plans that deliver value An analytical skillset to drill into key metrics, identify patterns, opportunities and risks and key performance drivers Compelling executive presence in front of customers, partners, and employees Outstanding communication and presentation skills Success in dynamic growth environments with rapid change and fluidity, and building organizations that thrive and scale to the next level Track record of owning and driving to retention and expansion KPIs Ability to travel for onsite customer meetings 25% of the time Bachelor’s degree or equivalent experience required Personal Characteristics
Ideal candidates for the role should have a track record of success and proven SaaS CS scaling experience. Their work will involve managing across a group of individual contributors and managers and have the ability to jump into customer escalations to retain customers. Hands-on, detail-oriented leader who can operate strategically and tactically Analytical thinker with a track record of optimizing processes and improving efficiency Executive presence with excellent communication High EQ collaborator who operates with ethics and integrity
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