Customer Operations – Automation Manager

SimpliGov

. Find, prioritize, and ship AI and automation use cases across the customer lifecycle, including renewal and QBR preparation, account health summaries, call and meeting notes, ticket triage, and risk alerts .

Posted 11/6/2026full-timeRemote • Colorado • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success operations, focusing on AI and automation use cases, Salesforce management, and process design. Proficient in measuring workflow impact and ensuring data quality while collaborating with cross-functional teams to enhance customer journeys and drive adoption.

Highest-signal resume keywords

Salesforce SkillsAI Platforms ExperienceAutomation Tools ProficiencyCustomer Success Metrics KnowledgeProcess Design Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Salesforce ReportsSalesforce DashboardsSalesforce FlowsLLM ToolsAI WorkflowsProfessional Services AutomationCustomer Support SystemsCustomer Success PlatformsSaaS Retention MetricsWorkflow Mapping

Soft Skills

Clear CommunicationChange Leadership

Tools & Technologies

Salesforce Service CloudZendeskGainsightChurnZeroVitallyZapierWorkatoNetSuite OpenAirBigTime

Certifications & Qualifications

Salesforce Administrator Certification

Industry Keywords

B2B SaaSGovTechPublic-Sector SaaSData Security ExpectationsSOC 2StateRAMPFedRAMP

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Find, prioritize, and ship AI and automation use cases across the customer lifecycle, including renewal and QBR preparation, account health summaries, call and meeting notes, ticket triage, and risk alerts
Build and maintain automated workflows in Salesforce Flows, Customer Success tools, and approved AI platforms
Measure workflow impact through hours saved, response time, and adoption, retiring workflows that do not deliver
Set standards for responsible AI use with customer data in partnership with Security and Compliance
Train and enable CSMs on new tools and prompts, and maintain a shared library of approved AI workflows
Map and improve the customer journey from sales-to-onboarding handoff through implementation, adoption, renewal, and expansion
Own the account health score model, including inputs, weighting, thresholds, and triggered actions
Design and document Customer Success playbooks, SLAs, and escalation paths, drive team adoption, and plan capacity and book-of-business coverage models
Run the voice-of-customer loop through surveys, NPS/CSAT, and feedback themes, routing insights to Product and leadership
Serve as Customer Success's primary partner to Revenue Operations
Own Customer Success data quality in Salesforce and agree shared metric definitions with RevOps and Finance
Maintain integrations across shared tools
Build and maintain Customer Success dashboards and the renewal forecast view
Prepare Customer Success data for leadership and board reporting
Own Professional Services data, capacity plans, demand and revenue forecasts, and regular PS reporting
Report on utilization, project health, on-time and on-budget delivery, margin, backlog, time to go-live, and flag capacity gaps and delivery risks
Identify recommendations based on Professional Services reporting
Report to the Director of Professional Services and partner with Customer Success, Revenue Operations, Finance, Support, Product, and Security and Compliance

Requirements

What you’ll need

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)
Experience with automation tools (e.g., Zapier, Workato)
Proficiency with a Professional Services Automation platform such as NetSuite OpenAir or BigTime
Proficiency with customer support systems (e.g., Salesforce Service Cloud, Zendesk)
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
GovTech or public-sector SaaS experience, including contract-driven renewals and procurement cycles (preferred)
Salesforce Administrator certification (preferred)
Familiarity with data security expectations for government customers, e.g. SOC 2, StateRAMP/FedRAMP (preferred)
Employment authorization is verified through Form I-9 and E-Verify for new hires

Benefits

Comp & perks

Competitive compensation
Comprehensive health, dental, and vision benefits
401(k) with company match
Generous paid time off
Flexible work arrangements
Opportunity to drive digital transformation in government