Location: Remote (U.S.-based)
Type: Full-Time
Clearance: Must pass FBI fingerprint and background check in multiple states
Overview
GovWorx is transforming how public safety agencies hire, train, and retain their teams through responsible AI and intelligent automation. The Customer Success Manager is a critical partner to our agencies, ensuring they receive maximum value from GovWorx solutions after onboarding.
This role blends 9-1-1 solution configuration, consulting, business analysis, customer advocacy, and long-term relationship management. The ideal candidate brings 9-1-1 QA, Training or Ops experience, strong communication and analytical skills, and a passion for elevating operational excellence across 9-1-1.
Key ResponsibilitiesConsulting & Business AnalysisNeeds Assessment: Understand customer workflows, challenges, staffing models, and KPIs to recommend tailored platform configurations and best practices.
Process Optimization: Advise agencies on optimizing operational processes using GovWorx capabilities to improve efficiency and consistency.
Data Analysis & Insights: Evaluate analytics and reports to provide actionable recommendations and strategic insights to agency decision-makers.
Escalation Management: Act as the primary escalation channel for operational or technical issues, partnering with Product and Engineering to ensure timely resolution.
Ongoing Consultation: Conduct regular review meetings to assess solution performance, identify enhancements, and support long-term agency success.
Customer Advocacy: Serve as the internal voice of the customer, communicating feedback and needs to Product, Engineering, and Sales to influence roadmap priorities.
Account Health Monitoring: Track metrics such as engagement, platform activity, evaluation volume, training utilization, and satisfaction to proactively address risks.
Renewal Preparation: Work with Customer and internal stakeholders to support a smooth, informed renewal process that reinforces value and encourages expanded adoption.
Retention & Satisfaction: Promote customer loyalty through proactive communication, strategic alignment, and continued growth opportunities.
Best Practices & Playbooks: Contribute to the development of scalable onboarding frameworks, training methodologies, and customer success processes.
Efficiency & Scalability: Identify areas for process improvement within implementation, support, and ongoing customer engagement.
Reporting & Analysis: Provide regular status updates, customer health reports, and churn-risk assessments to the VP of Customer Success.
Experience working in or with 9-1-1 QA and Training
Ability to interpret workflows, data, and operational metrics to make informed recommendations.
Comfortable leading trainings, configuration sessions, and customer meetings.
Ability to manage multiple customers and deadlines in a fast-paced environment.
A consultative, solutions-oriented mindset with a passion for supporting agency success.
Clearance: Must pass FBI fingerprint and background check in multiple states
GovWorx is redefining how public safety agencies strengthen their teams, supporting supervisors, trainers, call takers, dispatchers, officers, medics, and leaders with technology that builds skill, confidence, and operational excellence. You will play a direct role in empowering agencies and improving outcomes for the professionals who serve our communities every day.
Top Skills
What We Do
At GovWorx, we help Public Safety tackle one of its toughest challenges: keeping great people in the profession. 911 centers face growing pressure from staffing shortages, burnout, and rising public expectations. Most tech solutions focus on operations, we focus on the people behind the calls. Our AI-powered platform supports the entire telecommunicator career cycle, from hiring and training to QA, coaching, and retention. We help agencies: Hire smarter by identifying high-potential candidates Train faster with insight-driven onboarding Coach better through performance data and suggested prompts Retain longer by reducing burnout and recognizing great work We replace biased, manual QA with fair, scalable, AI-driven reviews, giving supervisors clarity, time, and confidence to lead well. We surface the calls that matter, flag risks early, and provide actionable insights to help teams grow. By putting people first, we’re helping agencies solve today’s staffing crisis and build a stronger, more sustainable future for public safety.
Why Work With Us
At GovWorx, we don’t replace people with AI, we empower them. Our tools help agencies hire smarter, train faster, and retain longer. By putting people first, we’re tackling the staffing crisis and preparing the next generation of public safety pros.
Gallery
.png){kind=logo}
