Customer Operations & Automation Manager

Customer Operations & Automation Manager

SimpliGov is the government operations platform where state and local agencies design, run, and improve how their programs operate. We help agency teams move applications, approvals, signatures, and payments across systems and departments, without waiting on IT backlogs, long transformation projects, or outside consultants.

Our work puts the people who know the programs best in control of how the work gets done. We value simplicity, ownership, and results, and we're committed to helping government teams deliver reliable, better-run programs for the constituents who depend on them.

Position Overview

The Customer Operations & Automation Manager builds the AI-first operating system behind SimpliGov's customer team, redesigning how Customer Success works internally so government customers get faster, more consistent, and more proactive service. This role is Customer Success's owner of customer data and process, the primary liaison to Revenue Operations for Salesforce, and the owner of Professional Services capacity planning, forecasting, and reporting. It reports to the Director of Professional Services, has no direct reports initially, and partners closely with Customer Success, Revenue Operations, Finance, Support, Product, and Security and Compliance.

Key Responsibilities

• Find, prioritize, and ship AI and automation use cases across the customer lifecycle, such as renewal and QBR prep, account health summaries, call and meeting notes, ticket triage, and risk alerts
• Build and maintain automated workflows in Salesforce Flows, CS tools, and approved AI platforms, and measure each one's impact (hours saved, response time, adoption), retiring what does not deliver
• Set standards for responsible AI use with customer data, partnering with Security and Compliance so workflows meet public-sector data requirements
• Train and enable CSMs on new tools and prompts, and maintain a shared library of approved AI workflows
• Map and improve the customer journey end to end, from sales-to-onboarding handoff through implementation, adoption, renewal, and expansion, and own the account health score model, including inputs, weighting, thresholds, and the actions each score triggers
• Design and document CS playbooks, SLAs, and escalation paths, drive adoption across the team, and plan capacity and book-of-business coverage models as the customer base grows
• Run the voice-of-customer loop (surveys, NPS/CSAT, feedback themes) and route insights to Product and leadership
• Serve as Customer Success's primary partner to Revenue Operations: own CS data quality in Salesforce, agree shared metric definitions with RevOps and Finance (GRR, NRR, churn, expansion), and keep integrations across shared tools working
• Build and maintain CS dashboards and the renewal forecast view, and prepare CS data for leadership and board reporting
• Own Professional Services data, capacity plans, and demand and revenue forecasts, and produce regular PS reporting (utilization, project health, on-time and on-budget delivery, margin, backlog, time to go-live), flagging capacity gaps and delivery risks early and identifying recommendations

KPIs this role influences: hours saved per CSM per week, CSM adoption of automated workflows, Salesforce CS data completeness, Time to Productivity (SimpliGov team members), Time to Value (SimpliGov customers), renewal forecast accuracy, GRR/NRR, and CSAT/NPS. Specific targets are set once baselines are measured.

Qualifications

Required

• 5+ years in Customer Operations, Revenue Operations, Support Operations, or a similar B2B SaaS role
• Strong Salesforce skills: reports and dashboards, the data model, and building or specifying Flows
• Hands-on experience with LLM tools and AI platforms (e.g., Salesforce Agentforce, Claude, ChatGPT Enterprise) and automation tools (e.g., Zapier, Workato)
• Proficiency with a Professional Services Automation platform such as NetSuite OpenAir or Big Time
• Proficiency with customer support systems (e.g., Salesforce Service Cloud, Zendesk) and experience with a Customer Success Platform (e.g., Gainsight, ChurnZero, Vitally)
• Track record of shipping automations or AI workflows that the team actually adopted, with measurable results
• Process design experience: mapping workflows, writing playbooks, and leading change across a team
• Working knowledge of SaaS retention metrics (GRR, NRR, churn, health scoring, renewal forecasting)
• Clear communicator who can turn business needs into technical requirements, and back again

Preferred

• GovTech or public-sector SaaS experience, including contract-driven renewals and procurement cycles
• Salesforce Administrator certification
• Familiarity with data security expectations for government customers (e.g., SOC 2, StateRAMP/FedRAMP)

What We Offer

• Competitive compensation
• Comprehensive health, dental, and vision benefits
• 401(k) with company match
• Generous paid time off and flexible work arrangements
• Opportunity to drive digital transformation in government

Equal Employment Opportunity

SimpliGov is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

E-Verify

SimpliGov participates in the federal government's E-Verify program, which confirms employment authorization through an electronic database maintained by the SSA and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates.