Director, Customer Success

Job Summary:

The Director of Customer Success leads the strategic execution of customer success initiatives, ensuring alignment with GovOS's vision and objectives to drive long-term customer growth and retention. This role oversees a team of Customer Success Managers (CSMs) and Customer Success Associates (CSAs), fostering strong customer relationships, delivering exceptional service, proactively resolving issues, and ensuring a seamless customer experience. The Director collaborates with cross-functional teams and the Chief Customer Officer to track operational metrics, achieve key objectives, provide leadership with customer insights, and attract and develop top talent.

Duties and Responsibilities:

• Provide day-to-day leadership, mentorship, and support to a team of CSMs and CSAs.
• Facilitate regular team check-ins to ensure effective customer account management and alignment with company goals.
• Oversee the development and maintenance of relationships with key stakeholders at high-value customer accounts.
• Ensure regular customer communication to monitor adoption, satisfaction, and growth opportunities, including upsell and cross-sell initiatives.
• Coordinate cross-functional efforts among customer success, product, sales, and support teams to address customer needs and deliver solutions.
• Serve as the escalation point for customer issues and resolve high-priority concerns.
• Analyze customer data, usage trends, and satisfaction metrics to provide actionable insights to leadership and team members.
• Oversee accurate documentation and maintenance of customer information within Salesforce, including contacts, initiatives, budgets, and stakeholder details.
• Represent the voice of the customer internally by communicating customer feedback and insights to influence product development and business strategy.
• Encourage the identification and development of customer advocates ("super fans") who can serve as references and participate in community activities.
• Ensure regular Business Reviews are conducted with customers to assess goals, performance, and value realization.
• Support the creation and execution of customer success plans aligned with customer objectives and organizational goals.
• Promote customer participation in webinars, training sessions, and events to increase engagement with GovOS solutions.
• Perform other duties as assigned.
  
  

Education and Experience:

• Bachelor's degree in Business Administration, Communications, or a related field (preferred).
• Minimum of 5 years of experience directly supporting customers in a Customer Success or similar role.
• Minimum of 4 years of leadership experience managing customer-facing teams or customer success functions.
• Proven experience working cross-functionally with product, sales, and support teams.
• Demonstrated success in building and maintaining strong customer relationships.
  
  

Knowledge, Skills, and Abilities:

• Strong interpersonal, communication, and leadership skills.
• Proficiency with CRM systems, particularly Salesforce.
• Ability to effectively manage and maintain customer data.
• Strong analytical and problem-solving skills.
• Ability to make data-driven decisions using customer metrics and trends.
• Skilled in customer relationship management and stakeholder engagement.
• Ability to collaborate effectively across departments and functions.
• Strong conflict resolution and issue escalation management capabilities.
• Ability to mentor, coach, and develop team members.
• Strategic thinking and customer-centric mindset.
  
  

Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.
  
  

Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.
  
  

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.