--- title: 'Customer Success Manager at GovWorx' canonical: 'https://feeny.ai/job/customer-success-manager-govworx-united-states-hn1xjbnmkw6k' type: 'job' last_seen: '2026-09-08' --- # Customer Success Manager at GovWorx - **Company:** GovWorx - **Location:** United States - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-26 - **Last confirmed live:** 2026-09-08 - **Apply:** https://jobs.ashbyhq.com/govworx/dfdd24d1-852f-4e7c-b85f-8b4d968e23c4 ## Job description ## CUSTOMER SUCCESS MANAGER 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 (CSM) is a critical partner to our agencies, ensuring they realize maximum value from GovWorx solutions after onboarding. This role is centered on driving adoption, value realization, and customer satisfaction. The CSM will closely partner with Onboarding Consultants and Client Account Managers to ensure customer needs are met and that each account is on a healthy path toward renewal. They serve as a trusted advisor, product champion, and customer advocate, helping agencies fully leverage the platform and achieve their operational goals. ## KEY RESPONSIBILITIES 1. Customer Value, Adoption & Enablement - Ensure customers are fully utilizing GovWorx capabilities to achieve desired outcomes and maximize ROI. - Proactively guide customers on best practices to improve adoption, engagement, and overall effectiveness of the platform. - Identify opportunities for customers to deepen usage and expand impact within their organization. - Introduce and educate customers on new features, enhancements, and capabilities. - Deliver ongoing enablement through regular touchpoints, reviews, and training sessions focused on usage and outcomes. - Provide recommendations for workflow or process refinements that enhance value realization. 1. Customer Relationship Management & Advocacy - Build strong, trusted relationships with key stakeholders and end users. - Maintain a deep understanding of customer goals and ensure alignment with GovWorx solutions. - Act as the voice of the customer internally, sharing feedback with Product, Engineering, and Leadership to inform roadmap decisions. - Monitor overall customer health and satisfaction, proactively addressing risks and concerns. 1. Escalation & Customer Health Management - Serve as the primary escalation point for unresolved customer issues. - Coordinate with internal teams (Support, Product, Engineering) to drive timely resolution. - Ensure clear communication and follow-through with customers on all escalated matters. - Track engagement, adoption, and satisfaction indicators to assess account health. - Proactively intervene when risks are identified to maintain strong customer relationships and support retention. 1. Cross-Functional Collaboration & Continuous Improvement - Partner closely with Onboarding Consultants and Client Account Managers to ensure seamless customer experience and long-term success. - Contribute to the development of customer success playbooks, engagement strategies, and best practices. - Identify trends across customers and recommend improvements to processes, product, or customer experience. - Provide regular updates on customer health, risks, and opportunities to Customer Success leadership. ## QUALIFICATIONS - Experience working in or with 9-1-1 QA, Training, or Operations, or prior experience in Law Enforcement, Fire Service, or EMS. - Strong communication and relationship-building skills with the ability to influence and guide customers. - Ability to understand customer goals and translate them into actionable guidance for platform usage. - Experience driving product adoption and customer engagement in a SaaS or technology environment. - Comfortable leading customer conversations, trainings, and strategic reviews. - Highly organized with the ability to manage multiple accounts and priorities. - A customer-first mindset with a passion for helping agencies succeed. - Ability to travel up to 5% as needed. - Clearance: Must pass FBI fingerprint and background check in multiple states WHY JOIN GOVWORX? 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. ## About GovWorx ## Company Overview - **One-liner**: GovWorx provides AI-powered solutions for 9‑1‑1 emergency communications centers (ECCs) to hire, train, coach, and retain telecommunicators through a unified workforce management platform. - **Entity Type**: Private (total funding $8.9M, 1 prior round) - **Headquarters**: Denver, Colorado, USA - **Founded**: 2023 (some sources list 2024) - **Founders**: Alex Montgomery and Scott MacDonald ## Core Business - **Primary industry**: Public safety technology / emergency communications - **Target customers**: Government emergency communications centers (ECCs) of all sizes (1–275+ telecommunicators) – B2G - **Mission**: “To strengthen those who serve” – elevate the impact of all responders by combining responsible AI with human expertise ## Products & Services - **CommsCoach ASSIST**: Real‑time call guidance with adaptive questioning that evolves during a 9‑1‑1 call, helping telecommunicators stay policy‑aligned and confident. - **CommsCoach HIRE**: AI‑driven, research‑based pre‑hire assessments and simulations that measure core skills, competencies, and stress/trauma resilience for unbiased candidate evaluation. - **CommsCoach TRAIN**: Unified enablement platform with realistic AI‑driven call & radio simulations, microlearning library, phased training paths, and continuous skill tracking from pre‑hire through on‑the‑floor performance. - **CommsCoach QA**: AI‑driven quality assurance that evaluates every eligible call and radio transmission, replacing manual reviews with standards‑based scoring and coaching insights. - **GovWorx 911 Workforce Management Platform**: Integrates all CommsCoach modules to support the entire telecommunicator career cycle (hire, train, coach, retain). ## Market Standing - **Valuation**: Not publicly disclosed - **Key Metric**: Total funding $8.9M (single disclosed round) - **Notable Investors/Partners**: Not explicitly named; 400+ partner customers (including Salt Lake Valley Emergency Communications Center) - **Growth Signals**: - 75 employees (+206.9% year‑over‑year, +60 people) - Operates in 5 countries (USA, Brazil, Argentina, Canada, Saudi Arabia) - Processes over 1.2M evaluations per month, 15M+ audio files transcribed, 8M+ simulations monthly - Trusted by centers ranging from 1 to 275+ telecommunicators - Customer case study: SLVECC cut candidate evaluation time in half and improved retention by 15% ## Competitive Advantages - **Domain expertise built by practitioners**: Founders and team include former first responders and public safety technology veterans with 20+ years of experience (Motorola, TriTech, PowerDMS). - **AI that focuses on people, not just operations**: Unlike many tech solutions that target operational efficiency, GovWorx specifically addresses staffing shortages, burnout, and retention – the human side of emergency communications. - **Policy‑driven, responsible AI**: Adaptive questioning and scoring are aligned with each center’s policies and standards, ensuring compliance and fairness. - **End‑to‑end platform**: Covers the entire telecommunicator lifecycle (hire, train, QA, coach, retain) in one unified system, replacing fragmented manual processes. ## Strategic Focus - **Current priorities**: Solving the staffing crisis in 9‑1‑1 centers by helping agencies hire smarter, train faster, coach better, and retain longer. Expanding globally (already in 5 countries) and deepening AI capabilities for real‑time guidance and translation. - **Growth direction**: Continue scaling the partner network (400+ centers) and developing new AI features that reduce routine burden on telecommunicators while improving response quality. ## Why Work Here - **Fully remote, U.S.‑based company**: Open to candidates in any U.S. state (Colorado preferred but not required); also hiring in LATAM (e.g., Fullstack Engineer - LATAM). - **Mission‑driven culture**: Team united by dedication to public safety professionals; values include respect, security, and honoring the courage of first responders. - **Engineering culture**: Build responsible AI for a critical societal function; work on real‑time call guidance, speech processing, and large‑scale simulation systems. - **Perks**: Remote workspace; not explicitly detailed but emphasis on flexibility and impact. - **Current openings** (as of mid‑2025): Staff Engineer, Fullstack Engineer (US & LATAM), System Operations Engineer, QA Engineer (LATAM), Technical Implementation Specialist, Onboarding Consultant. ## Sources 1. [govworx.ai](https://www.govworx.ai/) 2. [govworx.ai/about](https://www.govworx.ai/about) 3. [govworx.ai/careers](https://www.govworx.ai/careers) 4. [builtin.com](https://builtin.com/company/govworx) 5. [linkedin.com](https://www.linkedin.com/company/govworx) 6. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/govworx) ## Other roles at GovWorx - [Product Manager](https://feeny.ai/job/product-manager-govworx-united-states-t7cgvvxe8n2t) — United States - [Product Manager - HIRE](https://feeny.ai/job/product-manager-hire-govworx-united-states-fckjr5rhq65x) — United States - [Director of Customer Success](https://feeny.ai/job/director-of-customer-success-govworx-united-states-ankrrk9mgeq3) — United States - [Technical Implementation Specialist](https://feeny.ai/job/technical-implementation-specialist-govworx-united-states-efx0r3xed3hk) — United States - [Account Executive](https://feeny.ai/job/account-executive-govworx-united-states-dc0d44rhk65a) — United States - [Fullstack Engineer - LATAM](https://feeny.ai/job/fullstack-engineer-latam-govworx-latin-america-4sjs2mv3p367) — Latin America - [QA Engineer - LATAM](https://feeny.ai/job/qa-engineer-latam-govworx-latin-america-w5kb7zg5nrej) — Latin America - [Fullstack Engineer - US](https://feeny.ai/job/fullstack-engineer-us-govworx-united-states-sep7ar49trqh) — United States - [Staff Engineer](https://feeny.ai/job/staff-engineer-govworx-united-states-qbs7qznb5frd) — United States - [Customer Success Manager](https://feeny.ai/job/customer-success-manager-reo-dev-bengaluru-xk4g87z8saj0) — Bengaluru, India