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Founding Customer Success Manager
2 months ago
We believe that effective government services are essential for the well-being of citizens. However, the software powering these services often lags behind the private sector. At GovWell, our mission is to bridge this gap by developing modern software products that enhance government services.
Our journey began in April 2023, and since then, we have partnered with government agencies in 9 states, serving over 300,000 residents. We have also secured $5.5 million in VC funding from reputable investors.
Our Founding StoryOur mission is deeply personal for us. Ben Cohen, Co-founder and CTO, grew up assisting his father, a general contractor, in navigating the complexities of government websites. This experience inspired him to create better solutions for tradespeople who rely on efficient permit processes. Prior to founding GovWell, Ben worked as a Software Engineer at Uber and Amazon, and he holds an AB in Computer Science from Princeton.
Troy LeCaire, Co-founder and CEO, was the first employee and Chief of Staff at RippleMatch, a software startup that grew 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 is passionate about using technology to improve government services for citizens everywhere. Troy earned his BA in Government from Cornell.
Position OverviewAs the Founding Customer Success Manager at GovWell, you will play a critical role in enhancing the efficiency and effectiveness of government operations. As the first full-time Support hire, we rely on you to make key decisions about strategies and processes that will ensure government staff and the communities they serve have an exceptional experience with GovWell.
This is a unique opportunity to scale the function from the ground up, reporting directly to our CEO. Your role will encompass removing blockers for our customers and driving efficiency within the team.
Key Responsibilities- Develop and implement a comprehensive Support strategy that aligns with our company goals.
- Provide real-time support to customers via various channels, approaching each interaction with empathy and efficiency.
- Create and maintain playbooks, standard operating procedures, and knowledge sharing documents.
- Collaborate with Engineering and Customer Success teams to develop and iterate on foundational Support processes.
- Analyze customer data to propose ideas and make decisions that will ultimately benefit the business.
- At least 2 years of dedicated Customer Support experience, preferably in an early-stage SaaS company.
- Exceptional communication skills, with the ability to express ideas clearly and concisely, both verbally and in writing.
- Product-minded, with the ability to learn and master complex products.
- Self-directed learner, with a curiosity and motivation to stay informed about changes to the business and platform, continuously considering customer impact.
- Tactical 'doer,' with the ability to thrive in troubleshooting and queue support.
- Alignment with our Core Values and a passion for our mission.
We offer a competitive salary within the posted range, commensurate with experience. All offers include:
- Competitive base salary.
- Equity and stock options.
- Up to 100% of premiums paid by GovWell for medical, dental, and vision insurance for yourself and partner.
- Unlimited and flexible PTO.
GovWell is an Equal Opportunity Employer, committed to creating an inclusive environment for all employees. We celebrate diversity and do not discriminate based on protected classes.
