Job Details

Salary: Depends on Qualifications
Location : Remote
Job Type: Full-Time
Remote Employment: Remote Only
Job Number: 00814
Department: Customer Success
Division: General
Opening Date: 02/03/2026

About
Please note this is a remote role within the US.
NEOGOV is a proud AI-Enabled SaaS leader in the Public Sector & Public Safety space with a mission to serve the people who serve the people. Our clients use our software to streamline everyday processes NEOGOV is a leading AI-enabled SaaS provider serving the public sector and public safety organizations nationwide.
For more than 25 years, we've helped agencies streamline critical workforce and operational processes through an integrated, intelligent platform. From hiring and onboarding to employee growth, retention, compliance, and public safety operations, our solutions support the full employee lifecycle. Guided by our mission to serve the people who serve the people, we combine innovation, customer focus, and purpose-driven technology to help build stronger communities.

We're looking for an experienced Customer Success Manager (individual contributor role) who is passionate about customer advocacy the successful execution of communication with a customer base, while maintaining a high rate of customer satisfaction in any customer interaction.
This posting is for an existing vacancy.
What You Will do

• Be the customer's voice within the organization by serving as their advocate to ensure their continued success.
• Project manage communication plan to customers in communication blasts
• Track and monitor account health: net promoter score results, churn risks and create remediation plans.
• Mitigate risk by partnering with customers to establish a plan to achieve success
• Monitor contract renewals
• Be creatively proactive to deliver WOW-like experiences tocustomers.
• Increase customer lifetime value and improve usage and product adoption per at risk site and account.
• Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
• Track customer complaints and actions taken to maintain or increase customer satisfaction.

Who You Are

• A passionate customer-focused individual
• An individual who works well with others and thrives in an ever-changing environment.
• An analytical thinker with strong organizational skills able to multitask and work independently while still producing high-quality results.
• Someone with a continuous thirst for knowledge and the ability to independently maintain knowledge relating to our customers, product, process, and the Customer Success industry.
• A people-person with presentation, written, and oral communications skills.
• A multi-tasker extraordinaire and time management guru.
• Team player and collaborator a key to successfully supporting our segment.

What You Have

• Previous HR or Public Safety experience preferred.
• Minimum of two (2) years of experience in a previous Customer Relationship, Customer Success Management, Account Management or related role.
• Experience managing accounts with $15k and under within a large book of business.
• This segment is run based on Round Robin, team collaboration and strategy is a plus.
• Ability to identify and manage multiple stakeholders, including Executive levels.
• Experience in a demanding role that requires strong leadership, proven priority management, and high emotional intelligence.
• Strong technical background, particularly with online software (SaaS) products and services preferred.
• Salesforce or Gainsight knowledge preferred.
• NEOGOV and/or PowerDMS knowledge preferred.
• Track record of success working directly with customers to resolve issues.

What NEOGOV Offers

• Competitive Wages
• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
• Generous PTO to support work-life balance
• 401K Matching
• 12-week Paid Parental Leave
• Autonomy to grow and find your career path with supportive leadership
• Remote working opportunities
• Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.
Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.
01

Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

• No
• Yes

02

How many years experience do you have with Customer Relationship, Customer Success Management, Account Management or related role?

• No experience
• 1-2 years
• 3-5 years
• 5-10 years
• 10+ years

03

What is the largest number of customers you have supported concurrently?

• Less than 100
• 100-300
• 300-700
• 700-1000
• More than 1000

04

Do you have experience with SaaS products or services? If yes, please list the software.
05

Please list CRM/tools you have used (Salesforce, Gainsight etc.)
06

Do you have experience or knowledge with NEOGOV and/or PowerDMS products?

• Yes
• No

Required Question