OPEN POSITIONS
Position Summary:
Due to continued growth and exceptional retention, we have created a net new position, Manager, Customer Success. This role is responsible for overseeing the Customer Success Managers (CSM) (six total CSMs) and ensuring GovDocs clients receive a best-in-class experience. This role blends direct client relationship responsibilities with leadership duties, acting as both a strategic partner to clients and a coach to Customer Success Managers. The Manager, Customer Success ensures program reviews, client conversations, and adoption of GovDocs products are consistently delivered at a high standard while fostering a culture of collaboration, accountability, and growth within the team.
Flexible Work Model:
We believe that the best way for us to grow is through a work environment that provides flexibility. Currently, our employees work together in our Eagan, MN office two days a week, where interactions happen with higher frequency and effectiveness to tackle complex problems. This supports collaboration, team engagement, and business innovation. At the same time, we value the benefits of working from home three days a week, where employees have more focused, uninterrupted time with minimal distractions for dedicated project and productive work.
Job Title: Manager, Customer Success
Reports to: Director, Customer Success
Status: Regular Full-Time
Pay: $85,000 – $110,000
Send resume, salary requirements, and cover letter to:
careers@govdocs.com
Best Places to Work:
GovDocs was named one of the 2024 Best Places to Work by the Minneapolis/St. Paul Business Journal!
Being named an honoree was no easy feat, as they received over 300 nominations for this year’s award. GovDocs was one of the top-scoring Minnesota businesses honored in the medium company category (50-250 employees) for creating a fun, challenging, and rewarding workplace.
Read more about GovDocs as Best Places to Work 2024 here: https://bizj.us/1qlh8s
Responsibilities:
- Lead, mentor, and coach the Customer Success Manager team to ensure professional growth, consistent execution, and strong client outcomes.
- Establish and monitor team goals, KPIs, and processes that support client engagement, program reviews, and adoption of GovDocs products and tools.
- Partner with Renewal Specialists to ensure smooth renewals, upsell opportunities, and client expansion.
- Collaborate cross-functionally with Sales, Product, Marketing, Finance, and Operations to ensure client needs are communicated and addressed.
- Provide regular feedback to leadership on client trends, product adoption, and opportunities for improvement in service delivery.
- Drive continuous improvement by identifying and implementing best practices and efficiencies across the Client Services function.
Qualifications:
- 5+ years of experience in Customer Success Management, or a related role.
- 3+ years of experience leading or coaching a team of Customer Success Managers.
- Strong leadership skills with the ability to motivate, mentor, and develop team members.
- Proven track record of building client relationships and driving product adoption.
- Excellent communication and interpersonal skills, with the ability to engage with all levels of an organization.
- Strong organizational and problem-solving abilities in a fast-paced, high-volume environment.
- Bachelor’s degree or equivalent work experience.
Key Competencies:
- Leadership & Coaching: Ability to develop and inspire team members, driving accountability and success.
- Strategic Thinking: Anticipates client and organizational needs, aligning the team to meet business objectives.
- Client Relationship Management: Builds trust and ensures clients consistently see value in GovDocs’ solutions.
- Collaboration: Works cross-departmentally to ensure seamless client experiences.
- Analytical Mindset: Leverages data and metrics to guide decisions and improve performance.
Success Metrics:
- Team Performance: CSM team meets or exceeds goals for client engagement, program reviews, and adoption.
- Client Satisfaction: High NPS scores across accounts.
- Product Adoption: Increased usage of GovDocs products and tools among assigned accounts.
- Employee Development: Evidence of CSM growth through coaching, skill-building, and promotions.
- Retention Support: Collaboration with Renewal Specialists results in smooth renewals and reduced churn.
- Operational Efficiency: Implementation of best practices leading to measurable improvements in client service delivery.
Who You Are:
- You lead by example and share your passion to inspire those around you for growth. You are authentic, driven and positive.
- You possess emotional intelligence and empathy. You have a good sense of humor, are self-aware and self-critical, but not arrogant. You handle interpersonal dynamics with grace.
- You do more than the minimum to achieve outstanding results by being hands-on and rolling up your sleeves now and again when it’s necessary.
- You thrive in a growth-oriented company by embracing and adapting to changes easily. You are open-minded and flexible.
- Your clear communication fosters understanding and collaboration. You express ideas effectively but are also an active listener.
Company Description:
GovDocs serves companies in building and executing their employment law compliance program in two primary ways:
- Employment Law Posting Service: We manage all the complexities of identifying and providing the required set of employment law postings from the 1,500+ potential postings across the U.S. and Canada. Using proprietary technology, we allow companies to manage, track and verify postings at each of their locations – including our patent pending PosterCheck technology. Our Employment Law Posting Update service is used by almost 22% of the Fortune 500 and 30% of the Fortune 100.
- Employment Law Compliance Software Solutions: This is a first to market Software-as-a-Service starting with our Minimum Wage product and Paid Leave products, which allow companies to identify and track which laws apply to their locations and employees, then provides all relevant data to make decisions. This service was created in response to requests from some of our largest customers who recognized that employment law expansion across and variances between jurisdictions (Federal, State and Local) were too difficult to manually track.
GovDocs has grown revenue annually by 18% since 2008 with a 96% customer retention rate, primarily due to our Postings Update Program both obtaining and retaining customers – as employment law postings are required by law, every company has an existing provider. Our Software Solutions are an entirely new line of business that gives us great growth potential to create a full Employment Law Compliance (ELC) platform of solutions, it is also challenging us to reinvent how we view urgency, innovation, and teamwork.
You must be authorized to work in the United States. Immigration or work visa sponsorship will not be provided. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Compensation
This position is critical to the success of our business and the compensation package will be commensurate with candidate’s experience and skills. This role will include a base salary and performance-based incentives. Benefits include; paid vacation, paid volunteer time, paid holidays, medical insurance, dental insurance, vision insurance, flexible spending account, health savings account, group life insurance, voluntary life insurance, group short-term disability, group long-term disability, critical illness insurance, accident insurance, hospital indemnity insurance, a matching 401(k), employee assistance programs, pet health insurance, and value-added programs.
Send resume, salary requirements, and cover letter to:
careers@govdocs.com