Neogov
posted 3 months ago
NEOGOV is a proud SaaS leader in the Public Sector for HR, Recruiting, employee development, and management. Through the NEOGOV HR Suite, our passion is to bring efficient and more innovative solutions to public sector organizations. We are in business to serve the people who serve the people. Our team is looking for an experienced professional who is passionate about customer advocacy, successful execution of a diverse range of customer retention campaigns, and account management to drive product usage and adoption while maintaining a high rate of customer satisfaction throughout the client's life cycle. As a Customer Success Manager, you will be the customer's voice within the organization, serving as their advocate to ensure their continued success. You will build success plans with customers and help facilitate achieving those goals. Developing and fostering relationships with multiple stakeholders within accounts, including Site Admins, Influencers, and Decision Makers, will be crucial. You will track and monitor account health, including net promoter score results and churn risks, and create remediation plans as necessary. Your role will involve proactively reaching out to each customer quarterly at a minimum and documenting interactions in our CRM tool. You will deliver Business Reviews annually to customers to validate that they have received the expected value and develop a plan for upcoming objectives. Securing contract renewals and participating in introducing new products and features to the customer base will also be part of your responsibilities. Ultimately, your goal will be to increase customer lifetime value and improve usage and product adoption per site and account.