What are the responsibilities and job description for the Customer Success Associate position at GovPilot?
About GovPilot
GovPilot is a fast-growing SaaS company transforming local government operations through powerful, cloud-based software. Our platform helps municipalities digitize workflows, improve efficiency, and better serve their communities. We’re building a team of customer-focused professionals dedicated to helping local governments succeed through technology.
About The Role
As a Customer Success Associate, you will manage a portfolio of local government customers and serve as their primary point of contact after onboarding. You’ll focus on helping customers use GovPilot effectively, resolve issues quickly, and achieve measurable success with the platform. This role emphasizes relationship management, customer education, and proactive engagement to drive satisfaction, retention, and product adoption.
Key Responsibilities
GovPilot is a fast-growing SaaS company transforming local government operations through powerful, cloud-based software. Our platform helps municipalities digitize workflows, improve efficiency, and better serve their communities. We’re building a team of customer-focused professionals dedicated to helping local governments succeed through technology.
About The Role
As a Customer Success Associate, you will manage a portfolio of local government customers and serve as their primary point of contact after onboarding. You’ll focus on helping customers use GovPilot effectively, resolve issues quickly, and achieve measurable success with the platform. This role emphasizes relationship management, customer education, and proactive engagement to drive satisfaction, retention, and product adoption.
Key Responsibilities
- Build and maintain strong relationships with an assigned portfolio of customers
- Serve as the main point of contact for day-to-day inquiries and support needs
- Monitor product usage and customer engagement to identify risks and opportunities
- Conduct regular check-ins and training sessions to support adoption and satisfaction
- Partner with internal teams (Support, Product, Onboarding) to address customer needs
- Track customer activity and maintain accurate notes in CRM systems
- Support renewals by ensuring customers see ongoing value in GovPilot’s platform
- 2-4 years of experience in Customer Success, Account Management, or customer-facing SaaS roles
- Strong communication and relationship-building skills
- Organized, dependable, and able to manage multiple customers at once
- Tech-savvy with the ability to quickly learn new software platforms
- Empathetic, customer-focused, and proactive in solving problems
- Experience working with or for local government or a GovTech company is a plus