Customer Success Manager

About the Company

Since 2006, Government Window's “GW” payment solution has provided best-in-class payment transactions between governmental departments and constituents, allowing citizens to make payments online, in-person, or by phone, while providing governments with advanced back-end financial workflow and reporting tools. GW operates across the entire United States and today supports over 600 agencies, processing 8 million transactions and $2\.5 billion in payments annually. GW provides its customers with a no-cost, highly secure, and customizable payments platform that includes white-glove customer service, tailored payment and reconciliation reporting, improved financial oversight, and a modern, secure, intuitive citizen interface.

Government Window continues to invest in its rapid growth as a business. We want to establish local presence of our Customer Success team as we expand our business in new markets. The Customer Success team is a key resource at GW communicating to our customer base our new product offerings, advancements in technology and addressing customer concerns. This new position will play a key role in our next chapter of growth. We look forward to you joining our team.

Customer Success Manager

Reporting location: McKinney, TX area · Hybrid

Candidates must be local to the Dallas–Fort Worth area.

This role will serve some of our most strategic clients within Texas, with the potential to support additional accounts in other states. This position joins a new, growing CS team serving GW's most strategic agency partners. We're looking for a sharp, meticulous, relationship-driven professional with strong ownership mentality — someone who takes full accountability for outcomes and doesn't wait to be told what to do next. This person should bring political and organizational savvy to navigate the multiple stakeholders common in government agencies, along with composure in high-stakes moments where accuracy and public accountability matter. Just as important: they're relatable — genuinely approachable and easy to connect with, someone clients feel comfortable turning to, at every level from front-line staff to executive leadership. Above all, they bring energy and accountability to everything they do.

A key customer-facing liaison responsible for building, retaining and nurturing enduring customer relationships. The CSM empowers our customers to be more proficient, independent and productive, maximizing the use of our payment platform and supporting products and services. We plan to implement the Customer Success Framework (CSF) for GW and will work closely with the new CSM to get them on the fast track to getting out in front of customers.

Compensation:

$75,000 base, quarterly bonus eligible.

Responsibilities

• Develop and retain strong relationships with new and existing customer accounts to ensure overall satisfaction with our payment platform and supporting products and services.
• Facilitate regularly scheduled customer status meetings and account health reviews with executive leadership.
• Track strategic client performance and present quarterly and annual performance reviews, including key metrics, milestones and outcomes.
• Document all customer interactions such as meeting minutes, new feature requests and reported issues.
• Ensure action items from regular status meetings are delivered in a timely manner.
• Proactively identify and escalate account risks to the appropriate stakeholders.
• Work closely with internal teams — Product, Technology, Customer Care — to ensure timely delivery of customer commitments.
• Be the voice of the customer back to all relevant Government Window teams, logging and tracking feature requests and partnering with Product and Technology teams to help shape and deliver on them.
• Participate in new customer onboarding and go-live activities.
• Proactively manage customer agreements, SLAs, renewals, extensions and statements of work.
• Closely track and drive timely delivery of outstanding customer commitments to ensure customer satisfaction and retention.
• Encourage upsells of new products and services within existing accounts.
• Gather requirements and document scope for product enhancements that fall outside the existing scope of work.
• Travel to other U.S. states as needed to support additional territory.

Desired qualifications

• 3\+ years of experience as a Customer Success Manager.
• Prior experience in a customer success role in government technology required.
• Experience in the government payments space desired.
• Experience working in a technical or software environment, including CRM tools such as Salesforce or HubSpot.
• Experience with Jira a plus.
• Proven experience with SaaS-based solutions and managing multiple customer accounts.
• Experience fostering and managing relationships with executive leadership.
• Strong organizational, planning, and documentation skills.
• Strong presentation skills, with the ability to speak confidently to groups through webinars and in-person performance presentations.
• Excellent written and verbal communication skills with technical and non-technical stakeholders.
• Must reside in or be willing to relocate to the Dallas–Fort Worth area; reporting location is in McKinney, TX.
• Expected travel of approximately 25%, covering Texas and other strategic territory states, and Kennesaw, GA HQ.
• Dependable transportation required.
• Spanish speaking a plus.
• Subject to background check.

What we provide

• Laptop provided.
• Mileage/travel reimbursement policy.
• Health, dental and vision insurance.
• PTO.
• 401(k) match.
• Long-term disability and basic life insurance.
• Voluntary benefits including life, AD\&D, cancer, hospital indemnity, accident, and critical illness plans.
• Paid sick and bereavement leave.
• Opportunity to shape the future of a high-growth, mission-driven company.

Our core values

Integrity · Customer Commitment · Teamwork · Excellence · Innovation · Respect · Own the Outcome — we hold ourselves to the highest standards in every client interaction, take full ownership of outcomes, and never wait for permission to find a way through.

Equal opportunity

Government Window is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristic protected by law.

How to apply

Send your résumé and a short note about why this role interests you to careers@governmentwindow.com, with the role title in the subject line.