About Us

Civix delivers software and services to transform the public sector, including solutions in the elections, ethics, business registration, and grants administration areas. Our name represents our civic commitment to helping clients succeed, because when they do, it enables them to make a positive impact in the lives of the people they serve.

Civix is a dynamic and growth-oriented software company committed to delivering cutting-edge solutions to our clients. We pride ourselves on our innovation, commitment to customer success, and operational excellence. We are seeking a highly skilled and experienced Sr. Manager / Director of Customer Success, Elections to join our team and drive operational efficiency across our implementation, customer support, and customer success functions.

 

About the Role

The Sr. Manager / Director of Customer Success, Elections will be responsible for all post-sale customer-facing activity with Civix’s Go Elect customer base. This involves direct oversight of customer onboarding, customer support, and ongoing customer success, while collaborating daily with Product Management, Product Development, Finance, and Sales to enable full “ownership” of the portfolio of customers. This position plays a critical role in operational execution and strategic direction of our Go Elect line of business.

Key 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).

Required Qualifications

• 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 Qualifications

• Proven experience in GovTech
• Experiencing utilizing HubSpot and ServiceHub to manage customer operations
• PMP certification
• Experience collaborating within an agile software development environment

Interested? Apply today!

If you're an operations-minded and Customer-facing professional looking to join a fast-paced team, we would love to hear from you. Please submit your resume and cover letter, and include examples of past achievements in operations management, particularly in the context of software implementation, customer support, and customer success.