Department: CX
Reports To: Chief Operating Officer
Location: Hybrid
Employment Type: Full-Time
About GovAI
GovAI is the AI work platform for local government. Staff at cities, counties, and special districts sit in it every day to finish real work: council agendas and packets, records and FOIA requests, staff reports, HR policy questions, permits. AI does the heavy lifting, with guardrails and an audit trail built in, so a clerk gets value without having to be an AI expert.
Local governments are being asked to do more with fewer people. That is the problem we work on. We partner with organizations across North America to put AI into the workflows where it can actually give staff time back. And we stay involved after launch: working department by department, training people on their real work, and refining the rollout until GovAI becomes part of how the organization gets things done.
Role Purpose
The Manager, Client Success leads the team responsible for ensuring GovAI’s customers achieve measurable value from the company’s products and services. This role oversees Client Success Managers and is responsible for developing and executing customer success strategies that support product adoption, retention, expansion, and long-term client relationships. The role combines strategic leadership with hands-on operational oversight to ensure clients successfully implement and expand their use of GovAI’s solutions.
Key Responsibilities
Customer Success Strategy & Leadership
- Develop and execute the company’s client success strategy in alignment with organizational goals
- Lead, mentor, and support a team of Client Success Managers responsible for post-sale client relationships
- Establish and monitor key performance indicators related to customer adoption, retention,expansion, and satisfaction
- Ensure consistent delivery of a high-quality experience across all client engagements
- Design and execute retention and expansion playbooks, collaborating with Sales, Marketing, and Product
Customer Relationship Management
- Serve as an executive sponsor for key strategic client accounts
- Support Client Success Managers in managing complex relationships and strategic accounts
- Oversee client success planning including onboarding strategies, success plans, and quarterly business reviews
- Support initiatives that drive renewals, long-term retention, and opportunities for account expansion
Process & Systems Enablement
- Develop and maintain scalable client success processes including onboarding, health monitoring, renewal planning, and feedback collection
- Implement and maintain tools and systems that support client success operations and reporting
- Use client data and operational metrics to inform improvements to the client experience and success strategy
Cross-Functional Collaboration
- Collaborate and coordinate with Sales on account expansion
- Partner with Product teams to provide insights that inform product improvements and roadmap priorities
- Collaborate with Marketing to support storytelling, case studies, and advocacy initiatives
- Coordinate with Operations and Finance to ensure client-related processes such as contracts, billing, and compliance run smoothly
Required Qualifications
- Minimum 5 years of experience in Client Success, Account Management, or related roles
- At least 2 years of leadership or management experience overseeing client-facing teams
- Experience managing enterprise or government clients in a SaaS or technology-focused organization
- Strong communication, relationship management, and negotiation skills
- Ability to balance strategic planning with operational execution
- Experience working with CRM and client success platforms
Preferred Qualifications
- Experience designing or scaling client success frameworks and operational processes
- Fluent in AI utilization, prompting, and tooling
- Familiarity with client success tools such as HubSpot, Gainsight, or Salesforce
Success Metrics
Success In This Role May Be Evaluated Based On
- Client retention and renewal rates across managed accounts
- Client Expansion through custom agents, and package migration
- Client adoption and engagement with GovAI’s products and services
- Performance and development of Client Success Managers on the team
- Effective implementation of scalable success processes and systems
- Strong collaboration across teams to support the overall client experience
Compensation
The base salary for this role starts at
$100,000 - $130,000 CAD, depending on experience and qualifications. This role also includes a competitive
variable compensation component.
