Customer Success Manager

🏛️ About GovWell

We the people (and the taxpayers) deserve effective government. But the software powering government services is 20 years behind the private sector. GovWell’s mission is to build modern software products to help government serve communities better. After launching in April 2023, we now partner with government agencies in 9 states serving 300,000+ residents. GovWell has raised $5.5 million in VC funding from Work-Bench and Bienville Capital.

📜 Founding Story

Our mission is deeply personal for us. Ben Cohen, Co-founder and CTO grew up helping his father — a general contractor — to apply for hundreds of construction permits. Ben’s experiences navigating clunky, outdated government websites inspired him to build better solutions for the millions of tradespeople whose livelihoods depend on getting permits fast. Prior to founding GovWell, Ben worked for Uber and Amazon as a Software Engineer, and earned his AB in Computer Science summa cum laude from Princeton.

Troy LeCaire, Co-founder and CEO, was employee #1 and Chief of Staff at RippleMatch, a software startup, helping it grow from $0 to $10M in annual revenue and a $200M valuation. Before RippleMatch, he worked for two U.S. senators from his home state of Wisconsin. He believes passionately in the potential for technology to help government work more effectively for citizens everywhere. Troy earned his BA in Government magna cum laudefrom Cornell.

Who we’re looking for

A mission-driven generalist to help us implement new GovWell customers and ensure their long-term success. This position reports to Troy LeCaire, CEO and Co-Founder, and will work closely with our existing three CSMs: Marykate McCarthy, Zach Wolf, and Sarah Peters.

Location

70% of our team is located in NYC, and 30% is fully remote. We have a hybrid working culture, where our NYC-based team works in person roughly half of the time, but with no set policy around the # of days in office. We strongly prefer candidates in NYC but are open to exceptional remote candidates.

Video Messages

• Troy LeCaire: Why we’re hiring a CSM

• Marykate McCarthy: Customer Success at GovWell

What you’ll do

• Help cities and counties across the United States to serve their communities better with modern software.

  • GovWell is the primary workspace and system of record for our users - government staff typically use it 8 hours a day, 5 days a week. Additionally, thousands of citizens use GovWell to access government services.

  • You will lead 3-6 month implementations of GovWell and ensure our customers’ long-term success by providing ongoing support.

  • As new customers start using GovWell, you’ll see the direct impact of your work when GovWell transforms their daily workflow.

• Make an impact in an underserved, but societally important industry.

  • We deserve effective, transparent government, but the overwhelming majority of cities and counties lack the modern software necessary to deliver it. GovWell is changing that.

• Learn how to build a company from the ground up.

  • As employee #5, you’ll see the entire startup journey. If you want to build your own thing someday, there’s no better way to learn.

• Influence our product roadmap.

  • As the member of our team with the most direct relationship with our customers, our product/engineering team will rely on you to help them determine what customers need most and which features we should build.
    

Who you are

• A relationship-builder who enjoys working in a customer-facing role.

• A superb project manager with a strong attention to detail.

• A fast learner who can grasp new concepts quickly.

• A creative thinker who enjoys coming up with new ideas, not just following the standard playbook.

• You’d rather have a challenging adventure than “rest and vest.”

• You’re motivated by having a positive impact in the world.
  

What we like to see

• 3+ years previous experience with customer relationship management and complex project management

• Evidence of scrappiness and work ethic, a “whatever it takes” mentality

• Passion for our mission of making government more effective

• Strong alignment with our Core Values.
  

Salary and benefits

• Competitive salary

• Equity / stock options

• Up to 100% premiums covered for medical, dental, and vision insurance

• Unlimited / flexible PTO

GovWell is an Equal Opportunity Employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We celebrate diversity and are committed to creating an inclusive environment for all employees.