Role Overview
The Customer Operations & Automation Manager builds the AI-first operating system behind SimpliGov’s customer team, redesigning how Customer Success works internally so government customers get faster, more consistent, and more proactive service.
What You Will Do
Find, prioritize, and ship AI and automation use cases across the customer lifecycle, build and maintain automated workflows, set standards for responsible AI use, and map and improve the customer journey end to end.
Why It Might Be a Fit
This role requires a strong Salesforce skills, hands-on experience with LLM tools and AI platforms, and a track record of shipping automations or AI workflows that the team actually adopted, with measurable results.
Requirements
- 5+ years in Customer Operations, Revenue Operations, Support Operations, or a similar B2B SaaS role
- Strong Salesforce skills: reports and dashboards, the data model, and building or specifying Flows
- Hands-on experience with LLM tools and AI platforms (e.g., Salesforce Agentforce, Claude, ChatGPT Enterprise) and automation tools (e.g., Zapier, Workato)
- Proficiency with a Professional Services Automation platform such as NetSuite OpenAir or Big Time
- Proficiency with customer support systems (e.g., Salesforce Service Cloud, Zendesk) and experience with a Customer Success Platform (e.g., Gainsight, ChurnZero, Vitally)
- Track record of shipping automations or AI workflows that the team actually adopted, with measurable results
- Process design experience: mapping workflows, writing playbooks, and leading change across a team
- Working knowledge of SaaS retention metrics (GRR, NRR, churn, health scoring, renewal forecasting)
- Clear communicator who can turn business needs into technical requirements, and back again
Benefits
- Competitive compensation
- Comprehensive health, dental, and vision benefits
- 401(k) with company match
- Generous paid time off and flexible work arrangements
To apply for this job please visit simpligov.bamboohr.com.
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