Civix · 13 hours ago
Director of Customer Success, Elections
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expCivix is a dynamic and growth-oriented software company committed to delivering cutting-edge solutions to the public sector. The Sr. Manager / Director of Customer Success, Elections will oversee customer onboarding, support, and success for the Go Elect customer base, collaborating with various teams to ensure operational efficiency and customer satisfaction.
ConsultingGovernmentGovTechInformation TechnologySoftware
Responsibilities
Lead the CS Team responsible for managing, overseeing, and delivering solutions to all Go Elect customers
Directly manage a team of Project & Success Managers, Customer Support Representatives, Customer Success Representatives, Business Analysts, and Trainers
Conduct weekly 1-on-1 meetings with direct reports
Set quarterly MBOs for team members, consistent with top-level Company objectives
Measure the results of team members and provide coaching to ensure maximum performance of the team
Foster a culture of continuous improvement, collaboration, and accountability
Ensure Consistent Execution of Implementation Methodology
Oversee the application of the implementation methodology across all Go Elect customers, ensuring that teams adhere to defined processes and standards
Monitor and evaluate the success of each project phase to ensure projects are delivered on time, within scope, and meet quality standards
Identify process gaps and continuously work to streamline and improve the methodology to enhance operational efficiency and customer satisfaction
Drive account expansion activities through cross-selling and up-selling motions
Identify additional customer needs and work with Product team to determine best product delivery paths for meeting those needs
Collaborate with Sales team to drive new module sales, solution upgrades, and change requests to ensure maximum value gained by the customer from the Civix solutions
Oversee the Support of all Elections customers
Lead and manage customer support representatives, ensuring timely and effective resolution of customer inquiries and issues
Track performance metrics for the support team, including response time, issue resolution, and customer satisfaction scores
Identify and implement processes to improve customer support workflows, ensuring consistency, quality, and responsiveness across all support channels (email, phone, chat, etc.)
Measure and report on customer satisfaction levels for each customer in the portfolio
Collaborate with product and engineering teams to escalate and resolve technical issues and ensure timely communication with customers
Ensure Ongoing Customer Success for the Go Elect customer portfolio
Assign and oversee Customer Success Managers for each account (potential to leverage hybrid Project & Success Managers)
Conduct and provide oversight for the conducting of scheduled periodic Customer Business Reviews (leveraging a consistent CBR methodology and template)
Collaborate with the Executive Team to ensure periodic Executive Business Reviews for each customer in the portfolio
Cross-Departmental Collaboration
Lead monthly Interlock meeting for the Go Elect business line, collaborating with Product Management (for product roadmap and updates), Finance (for monthly financial view of the business), Sales (to review wins, losses, and key deals in the pipeline), and directly delivering status of customer projects and customer satisfaction levels of each customer in the portfolio
Raise issues (and escalate, as needed) with various departments that impact customer success with Civix’s Go Elect solutions (to include Product Management, Product Development, Cloud Infrastructure, and Sales)
Qualification
Required
5+ years of experience in operations management, with at least 3 years in a leadership role, ideally within the software or technology industry
Bachelor's degree in Business Administration, Operations Management, or a related field (MBA preferred)
Specific prior experience in Elections (with strong working knowledge of Voter Registration)
Strong understanding of implementation methodologies, project management processes, and customer support best practices
Proven experience in managing cross-functional teams and driving operational excellence
Exceptional communication, leadership, and interpersonal skills
An analytical mindset with the ability to translate data into actionable insights
Experience with CRM, support tools, and project management software (e.g., HubSpot, Monday.com, ServiceHub, etc.)
Ability to thrive in a fast-paced, dynamic environment while maintaining a focus on quality and customer satisfaction
Preferred
Proven experience in GovTech
Experiencing utilizing HubSpot and ServiceHub to manage customer operations
PMP certification
Experience collaborating within an agile software development environment
Company
Civix
A public sector software and services firm focused on critical infrastructure, grants and land management, elections, and business services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2017-12-01Private Equity
Leadership Team
Phillip Braithwaite
Chief Executive Officer
Angele Romig
President, Land & Grants
Recent News
2025-09-10
2025-09-10
Providence Business News
2025-05-28
Company data provided by crunchbase