| Location | El Segundo, CA (Remote) |
| Salary | $15,000–$40,000 Per Year |
Customer Success Manager - Small Business
Salary
Depends on Qualifications
Location
Remote
Job Type
Full-Time
Remote Employment
Remote Only
Job Number
00954
Department
Customer Success
Division
General
Opening Date
09/02/2026
About
Please note that this is a fully remote, individual contributor role based in the United States.
For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities.
We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution.
At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life.
Our solutions support the entire employee journey, from hire to retire. By transforming complex HR and compliance workflows into simple, intuitive experiences, we help public-sector organizations reduce friction, improve efficiency, and focus on what matters most: making a difference.
We're looking for an experienced Customer Success Manager who is passionate about customer advocacy, 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.
Work with at risk customers to establish a plan to achieve success
Monitor contract renewals
Be creatively proactive to deliver WOW-like experiences to PowerDMS customers.
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 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.
What You Have
Previous HR or Public Safety experience preferred.
Minimum of two (2) years of experience in previous Customer Relationship, Customer Success Management, Account Management or related role
Experience managing accounts with $15k to 40K ARR within a large book of business.
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 issue
What NEOGOV Offers
Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees
Generous PTO to support work-life balance
Remote working opportunities
401K Matching
Autonomy to grow and find your career path with supportive leadership
12-week Paid Parental Leave
Inclusive and diverse environment
NEOGOV and PowerDMS do 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)?
02
How many years experience do you have with Customer Relationship, Customer Success Management, Account Management or related role?
03
Do you have experience supporting SaaS products? If so, please list the software platforms you have supported. (Experience with HR or HRIS tools is strongly preferred.)
04
What is the largest number of customers you have supported concurrently?
05
Do you have experience or knowledge with NEOGOV and/or PowerDMS products?
06
Please list CRM/tools you have used (Salesforce, Gainsight etc.)
Required Question
Employer NEOGOV
Address 2120 Park Place
El Segundo, California, 90245