VP, Customer Success

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. The team under the VP of Customer Success will drive discipline and process around product adoption and renewal forecasting. The incumbent will help develop our customer journey and lead the charge in developing the content and method by which we support customers throughout the a segmented customer journey model (tailoring delivery methods to meet the needs of each segment).

Key Responsibilities

Drive Customer Success Outcomes:

• 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

Define and Optimize Customer Lifecycle:

• Map customer journey

• Define segmentation of customer base and varying strategies

• Identify opportunities for continuous improvement

• Learn from best practices in industry

• Improve the customer onboarding experience by designing implementation methodologies that deliver value in a predictable, repeatable way with high customer satisfaction.

Measure Effectiveness of Customer Success:

• Track operational metrics for teams

• Create cadence for review and continuous improvement within team

• Own gross and net revenue retention targets; forecast renewals with accuracy.

Develop systems, programs and AI that will drive adoption of the product, increase customer satisfaction and enable the teams to scale efficiently:

• Design customer touch points and determine where AI and automation can be leveraged to improve engagement and adoption

• Determine where technology can be leveraged to improve visibility and help the team scale more effectively

• Research, propose, implement and optimize Customer Success technologies (e.g., CS platforms, AI/automation) that enable visibility, scale and consistent customer engagement

Manage team to financial targets:

• Identify and manage customer renewal activities

• Identify and nurture expansion opportunities within the customer base. Work with Sales to secure and close expansion opportunities.

• Align with Marketing around positioning to existing customers

• Design strategic customer success plans via customer segmentation, customer lifecycle, competitive analysis, and penetration plans, as well as thoughtful product positioning. Develop and implement strategies and tactics to expand SimpliGov’s customer wallet share globally.

Inspire Customer Success Across Company:

• Provide regimented and focused leadership to the organization that will foster success based on a culture of respect for customers, employees and SimpliGov’s values.

Qualifications & Experience

The ideal candidate will have the following key personal characteristics and experience attributes:

• 10+ years of progressive SaaS services management leadership experience, with at least 5 years leading managers and larger CS teams (15+ employees). Proven success scaling a team with responsibility for managing $20M - $75M+ in ARR growth

• Hands-on leadership style and direct experience building customer engagement models, playbooks, methodologies and processes that will allow the team top scale efficiently. Experience developing account plans and strategies for managing large, enterprise clients.

• 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. Understanding of procurement processes and experience with RFPs for government customers.

• 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

The best 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. They should thrive on the opportunity to drive high-level customer strategy, as well as excel at tactical execution and making things happen hands-on.

The candidate should bring a sense of confidence, energy, positive attitude, vitality, and strong drive to succeed. Additional personal qualities include:

• 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