Client Success Manager

Description

Edmunds GovTech builds ERP software that municipalities, counties, authorities, and special districts depend on to keep a community running.  We serve more than 2,300 government customers, and our Customer Success team is how we make sure every one of them gets full value from what they bought.  This is the proactive, relationship-driven side of the house: you reach out first, guide adoption, spot risk early, and make renewal a formality rather than a conversation.  You'll have a playbook, a defined cadence, a system of record, and a Customer Experience manager alongside you to take the heavy escalations, so you can spend your time where you're strongest, with customers.

• Own the handoff and the go-live.  Take the baton form Professional services, meet the client together, inventory open items, and run a welcome call that sets honest expectations on support channels, SLAs, and self-help resources
• Drive adoption and value.  Make sure customers use what they bought, completely and correctly.  Promote the integrated suite across Finance, Tax, and Utility, point teams to role-based learning paths
• Run the health cadence. Bi-weekly check-ins for the first 90 days post-go-live, then a tier-based rhythm,  Review open items, case volume, survey feedback, and progress against the customer's short-and long-term goals, then mark account health in Vitally.
• Lead annual business reviews.  For top accounts, frame the conversation around two questions: are we meeting your goals, and how do we maximize your ROI? keep a living stakeholder map of decisionmakers, champions, and daily users
• Catch risk early and drive it down.  Record risks, build action plans, and partner with the Customer Experience Manager on escalations, staying close to the relationship throughout
• Surface growth.  Spot were added modules, services, or training would genuinely help, and create opportunities and quotes in Salesforce for Sales to pursue
• Own renewals and retention for your book of business
• Carry the customer's voice.  Distribute NPS twice a year, follow up by respondent type, and turn promoters into references and testimonials.  Feed patterns back to Leadership, Product, and Support, closing the loop is how feedback becomes change.
• Show up where your customers are. Help plan, promote, and attend education events and webinars, in person and virtual.

Requirements

• Bachelor’s degree 
• Knowledge of customer service practices
• Experience with local government, public sector, or another regulated, mission-critical domain
• Familiarity with ERP or financial-management software, general ledger, payroll, tax or utility & permitting billing
• Minimum of 3 years’ experience in customer success, account management, or customer service role 
• Hands-on time in Vitally, Salesforce, or comparable customer success and CRM platforms
• Excellent organizational and time management skills 
• Exceptional written and verbal communication skills 
• Strong analytical and problem-solving skills 
• A track record of improving retention, adoption, or NPS, and CS-sourced opportunities handed to Sales team
• You'll be accountable for outcomes:  revenue and logo retention across your book, adoption and utilization against what customers purchased, the health distribution of your accounts, NPS, and CS-sourced opportunities banded to Sales.