Client Success Manager
What we’re doing:
Did you know it takes a member of congress, on average, 45 days to respond to even the most basic constituent request? We view this as a fundamental breakdown in the UX of representative democracy and we're building a platform to fix it.
Indigov is a constituent relationship management suite for the modern representative. Our platform reduces average response times from weeks to minutes for 90% of incoming messages. At Indigov, we have defined a new category of software, which is changing communication between elected officials and the people they serve. We are growing quickly in both customer acquisition and revenue, and you can find Indigov across the US in the United States House of Representatives, State legislatures, Governors, Attorneys General, Mayor and City/County Council offices. Our product is already impacting over 150 million Americans, and we are just getting started.
This is a remote-first position, with in-person travel required ~15% of the time.
What You’ll Do:
- Drive client retention and growth across a rapidly growing portfolio of state legislatures and local government clients.
- Manage relationships with daily users and senior stakeholders across your portfolio to ensure our product is meeting their needs.
- Drive adoption and satisfaction by providing virtual and onsite training for individual users or groups of users.
- Lead onsite client meetings during workflow design periods and enterprise launches
- Work with fellow Customer Success Managers and the Manager of Client Success to collaboratively define the feature roadmap requests in response to client needs
- Advocate internally for client needs, continuously looking for opportunities to improve our products and services.
- Become an expert on our clients’ business needs and Indigov’s product suite
- Confidently and quickly deliver on highly technical configuration requests
- Maintain client health records throughout the life of the client experience
- Take on additional projects internally to contribute to the improvement and professional development of Indigov’s success organization
- Create and refine educational content for distribution to enterprise project partners
About You:
- A deep personal alignment with the Indigov mission of making government more efficient and effective through technology
- 3 - 5 years of experience and demonstrated success in customer success at a software company
- Willingness to travel (estimated up to 15%)
- Strong technical aptitude and track record of overachieving monthly and quarterly goals
- Strong organizational skills
- Excellent communication, presentation, and writing skills
- Previous experience with government clients or agencies is a plus but not required
- Experience with startups is a plus
Note: Indigov hiring policy is to only consider candidates actively based in the United States with work authorization.
What makes an ideal candidate:
- Passion. Building beautiful products that take complex tasks and make them feel simple and intuitive
- Accountability. In a small team of early employees, it is crucial that we all own the outcome and quality of the work we do. The buck always stops with you!
- Grit. Working with government can be challenging in ways that startups frankly aren’t, but the scale and importance of the problems we are solving more than make up for it. We are looking for folks that share that mentality.
- Curiosity. You care about people and the problems they have, and seek to empathize and understand.
Working at Indigov:
- Competitive salary, equity, healthcare, and 401k
- High-degree of autonomy, flexible remote work, and flexible PTO
- Drive technical direction of the company and help improve the efficacy of the U.S. government
- Equal opportunity employer
Salary Range
The expected salary range for this role is $70,000-$95,000. Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location.
Indigov provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.